Jörg Becker, Nico Clever, Justus Holler, Maria Neumann Situation faced: A family-owned manufacturing company recently went through the transfer of management from the older to the younger family generation. A number of problems were uncovered during this process, such as prevalence of tacit knowledge, an inefficient decision-making process, outdated IT system support, and an urgent […]
Chapter: Process discovery
Mining the Usability of Process-Oriented Business Software
Tom Thaler, Sabine Norek, Vittorio De Angelis, Dirk Maurer, Peter Fettke, Peter Loos Situation faced: The quality of the technical support of business processes plays an important role in the selection of corresponding software products. Against that background, software producers invest considerable capital and manpower in improving their business software’s usability with regard to customers’ […]
Improving St Andrew’s War Memorial Hospital Emergency Department Patient Flows Through Process Mining
Robert Andrews, Suriadi Suriadi, Moe Wynn, Arthur H.M. ter Hofstede, Sean Rothwell Situation faced: Improving Emergency Department (ED) patient flows in terms of processing time, resource use, costs, and patient outcomes is a priority for health service professionals and is vital to the delivery of safe, timely, and effective patient care. Poor patient flows manifest […]
Exposing Insurance Claims Processing Impediments: Compulsory Third Party Insurance in Queensland
Robert Andrews, Moe Wynn, Arthur H.M ter Hofstede, Jingxin Xu, Kylie Horton, Paul Taylor, Sue Plunkett-Cole Situation faced: Processing injury-compensation claims, such as compulsory third party (CTP) claims, is complex, as it involves negotiations among multiple parties (e.g., claimants, insurers, law firms, health providers). Queensland’s CTP program is regulated by theMotor Accident Insurance Commission (MAIC). […]
“Simply Modeling” – BPM from Everybody Recommendations from the Viral Adoption of BPM at 1&1
Florian Imgrund, Christian Janiesch, Christoph Rosenkranz Situation faced: 1&1 is a German Internet service provider that embraced business process management (BPM) in 2010 as a way to optimize its processes. The company expected BPM to increase corporate performance by realizing such customer-centric goals as high quality standards, reduced set-up times, shortened time-to-market cycles, and increased […]
How to Move from Paper to Impact in Business Process Management: The Journey of SAP
Corinne Reisert, Sarah Zelt, Joerg Wacker Situation faced: In order to produce innovative solutions faster and more simply, SAP started in 2008 to transform its research and development processes. SAP moved away from complex and static project methods toward agile and simple processes, thereby significantly reducing the throughput time of the standard innovation cycle. Based […]
Automate does not always mean Optimize – Case Study at Logistics Company
Jan Suchy, Milan Suchy, Michal Rosik, Agnes Valkova Situation faced: Dynamic growth of digitized information creates space for the systematic collection of data related to business processes. Extraction of this data is an enormous challenge because of the existence of many systems, which store data in many formats. The logistics company examined here has fully […]
Application of the Design Thinking Approach for Process Redesign at an Insurance Company in Brazil
José Ricardo Cereja, Flavia Maria Santoro, Elena Gorbacheva, Martin Matzner Situation faced: During the review of an information system for medical material purchasing at a Brazilian insurance company, it became clear that part of the process supported by this system was done informally and there was no consensus among the employees about some of the […]
Exploring the Influence of Organizational Culture on BPM Success – The Experience of The Pernambuco Court of Accounts
Carina Alves, Iveruska Jatoba, George Valença, Gloria Fraga Situation faced: This chapter presents a cultural analysis of the BPM initiative conducted by a public organization, the Pernambuco Court of Accounts (TCE-PE). In particular, we look at how organizational culture influences the evolution of our BPM initiative. Action taken: We conducted in-depth interviews, observations, and docu- […]