Michael Rosemann Situation faced: The higher education sector faces like most information-intensive industries an opportunity-rich, digital future. Nowadays, students demand contemporary, multi-channel learning experiences and fast evolving digital affordances provide universities with a growing design space for their future processes. Legislative changes, a globalizing market of learners and educational providers, and the emergence of new […]
Contribute: Methods
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). […]
The case of “3” – Collaborative BPM for business transformations in telecommunications
Dr. Thomas Karle, Kurt Teichenthaler Many business changes in the telecommunications sector are initiated by mergers and acquisitions, and the fast pace of this sector requires that businesses adjust or extend business processes in a minimum of time. “3,” the mobile communication brand of CK Hutchison Holdings, whose headquarters are in Hong Kong, is a […]
BPM Adoption and Business Transformation at Snaga, a Public Company: Critical Success Factors for Five Stages of BPM
Andrej Kovačič, Gregor Hauc, Brina Buh, Mojca Indihar Štemberger Situation faced: Snaga is a Slovenian public company that provides a series of waste treatment services for 368,000 citizens of the Municipality of Ljubljana and ten other municipalities. In 2006, prior to adopting BPM and implementing a new information system, the company had obsolete and non-integrated […]
Establishment of a Central Process Governance Organization combined with Operational Process Improvements: Insights from a BPM Project at a leading Telecommunications Operator in the Middle East
Christian Czarnecki Situation faced: Because of customer churn, strong competition, and operational inefficiencies, the telecommunications operator ME Telco (fictitious name due to confidentiality) launched a strategic transformation program that included a Business Process Management (BPM) project. Major problems were silo-oriented process management and missing cross-functional transparency. Process improvements were not consistently planned and aligned with […]
Process Management in Construction. The Expansion of the Bolzano Hospital
Elisa Marengo, Patrick Dallasega, Marco Montali, Werner Nutt, Michael Reifer. Situation faced: Frener and Reifer (F&R) is a leader in engineering, fabricating, and installing facades with non-standard designs. The company was looking for comprehensive, domain-specific approaches to improve the company’s control over facade processes, from design to execution and monitoring. What makes process management particularly […]
Kiss the documents! Or how the City of Ghent digitalizes its service processes.
Amy Van Looy & Sabine Rotthier Situation faced: The case focuses on the digitization of service processes in the City of Ghent. Front-office e-services are integrated into the corporate website and into the back office thanks to digitization of the internal way of working in value chains. Before 2014, the City’s digital services were limited […]
Enabling Flexibility of Business Processes Using Compliance Rules. The Case of Mobiliar
Thanh Tran Thi Kim, Erhard Weiss, Christoph Ruhsam, Christoph Czepa, Huy Tran, and Uwe Zdun Situation faced: Insurance case work can follow established procedures only to a certain degree, as the work depends upon experienced knowledge workers who decide the best solutions for their clients. To produce quality documents in such a knowledge-intensive environment, business […]