Systematic analysis of business processes

Abstract

In the business literature, analysis of business processes aims at certain specific characteristics, such as performance measures, the role of information technology or human resource planning. Business analysts, however, perform the analysis of their processes in the light of a basic problem: they wish to improve customer service or efficiency. It is often unclear how these basic questions relate to the existing analysis theory and techniques. In this paper we present a systematic approach for the analysis of business processes, starting from basic objectives leading to bottlenecks and solutions. Copyright © 2000 John Wiley & Sons, Ltd.

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