Optimization of service delivery through continual process improvement: A case study
| dc.contributor.author | Gerke, Kerstin | |
| dc.contributor.author | Petruch, Konstantin | |
| dc.contributor.author | Tamm, Gerrit | |
| dc.contributor.editor | Abramowicz, Witold | |
| dc.contributor.editor | Alt, Rainer | |
| dc.contributor.editor | Fähnrich, Klaus-Peter | |
| dc.contributor.editor | Franczyk, Bogdan | |
| dc.contributor.editor | Maciaszek, Leszek A. | |
| dc.date.accessioned | 2019-01-11T10:04:59Z | |
| dc.date.available | 2019-01-11T10:04:59Z | |
| dc.date.issued | 2010 | |
| dc.description.abstract | In order to deliver services of high quality in a cost-effective manner, processes and their support through information technology (IT) play an increasingly significant role. We present an approach, which allows optimizing the service delivery through continual process improvement. This approach combines the 7-step improvement process recommended by ITIL with process mining. On the basis of suggestions derived from process mining, performance indicators of different services are determined and subsequently compared as part of an internal benchmark. The approach, which will be trialed in practice, enables the optimization of service delivery certainly, but it is also concerned with the most effective utilization of limited resources in terms of people and tools. | en |
| dc.identifier.isbn | 978-3-88579-271-0 | |
| dc.identifier.pissn | 1617-5468 | |
| dc.identifier.uri | https://dl.gi.de/handle/20.500.12116/19109 | |
| dc.language.iso | en | |
| dc.publisher | Gesellschaft für Informatik e.V. | |
| dc.relation.ispartof | INFORMATIK 2010 – Business Process and Service Science – Proceedings of ISSS and BPSC | |
| dc.relation.ispartofseries | Lecture Notes in Informatics (LNI) - Proceedings, Volume P-177 | |
| dc.title | Optimization of service delivery through continual process improvement: A case study | en |
| dc.type | Text/Conference Paper | |
| gi.citation.endPage | 107 | |
| gi.citation.publisherPlace | Bonn | |
| gi.citation.startPage | 94 | |
| gi.conference.date | September 27 - October 1, 2010 | |
| gi.conference.location | Leipzig | |
| gi.conference.sessiontitle | Regular Research Papers |
Dateien
Originalbündel
1 - 1 von 1