Modeling of Service Time in Public Organization Based on Business Processes
| Autor: | Michael Yu Kataev, N. V. Loseva, Larisa Bulysheva |
|---|---|
| Přispěvatelé: | Old Dominion University [Norfolk] (ODU), Tomsk State University of Control Systems and Radioelectronics (TUSUR), Regional Branch of the Social Insurance Foundation, A Min Tjoa, Li-Rong Zheng, Zhuo Zou, Maria Raffai, Li Da Xu, Niina Maarit Novak, TC 8, WG 8.9 |
| Rok vydání: | 2018 |
| Předmět: |
Public organization
Service Process management Service time Business process [SHS.INFO]Humanities and Social Sciences/Library and information sciences Workflow management Business decision making Operational level Tactical and strategic Rendering (computer graphics) Mathematical model Workflow Time of service Business analysis Customer service [INFO]Computer Science [cs] Business Public organizations Process-oriented approach |
| Zdroj: | Lecture Notes in Business Information Processing ISBN: 9783319948447 CONFENIS Lecture Notes in Business Information Processing 11th International Conference on Research and Practical Issues of Enterprise Information Systems (CONFENIS) 11th International Conference on Research and Practical Issues of Enterprise Information Systems (CONFENIS), Oct 2017, Shanghai, China. pp.3-11, ⟨10.1007/978-3-319-94845-4_1⟩ |
| DOI: | 10.1007/978-3-319-94845-4_1 |
| Popis: | Part 1: EIS concepts, Theory and Methods; International audience; Time is essence in all processes involved while providing customer service. Very often the duration of a specific service is regulated by the law. However, it is also affected by other external and internal factors. Quantitative approaches to model the service time and creating systems that support the workflow management process are vital. This paper proposes a model of business process analysis on the operational level for various service-oriented organizations (including governmental agencies). The model estimates time of rendering services for heavily regulated public organizations. The analysis of the obtained results is discussed, potential applications are identified, and future research directions are formulated. |
| Databáze: | OpenAIRE |
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