Design Processes for Sustainable Performances: A Model and a Method

机译：可持续绩效的设计过程：模型和方法

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In this paper we present a model that defines performances of a business process. The process is conceived as a service chain that delivers services to customers by a glow that links a set of organizations. This concept implies a wider view of performance. The model includes all the performances that increase overall competitiveness (i.e. classic cost and efficiency indicators are integrated by effectiveness indicators, that measure service level and quality). Second, the model considers the different stakeholders involved in a process: management, customers and operators. The model maps the performance indicators on these perspectives. This multiple perspective can be used in benchmarking and diagnosis to evaluate an existing process or to design a new process.

机译：在本文中，我们提出了一个定义业务流程绩效的模型。该流程被视为一条服务链，通过链接一组组织的光辉向客户提供服务。这个概念意味着更广阔的性能视野。该模型包括提高整体竞争力的所有绩效（即经典的成本和效率指标与衡量服务水平和质量的有效性指标集成在一起）。其次，该模型考虑了流程中涉及的不同利益相关者：管理层，客户和运营商。该模型将绩效指标映射到这些角度。这种多视角可用于基准测试和诊断，以评估现有流程或设计新流程。

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《BPM 2005 International Workshops BPI, BPD, ENEI, BPRM, WSCOBPM, BPS; 20050905; Nancy(FR)》|2005年|P.399-407|共9页
会议地点 Nancy(FR)
作者
Antonella Longo; Gianmario Motta;
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作者单位

Department of Innovation Engineering, Universita di Lecce;

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会议组织
原文格式 PDF
正文语种 eng
中图分类管理学;
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Design Processes for Sustainable Performances: A Model and a Method

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