Completing the Loops

Peter J. Denning and Raül Medina-Mora
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Peter J. Denning: Computer Science Department, George Mason University, Fairfax, Virginia 22030
Raül Medina-Mora: Action Technologies, Inc., 1301 Marina Village Parkway, Alameda, California 94501

Interfaces, 1995, vol. 25, issue 3, 42-57

Abstract: Total quality management (TQM) and business process reengineering (BPR) have emerged as important practices but not yet as a discipline. A methodology for mapping, measuring, tracking, and managing commitments in business processes is necessary to make a discipline from TQM and BPR. An organization’s network of commitments can be depicted as a map of interconnected work-flow loops. That map can be used as a guide to design work processes and their supporting information technologies, manage commitments to completion with customer satisfaction, and measure productivity. A study of a complex process, course scheduling, at George Mason University shows how the mapping notation and the method work.

Keywords: organizational studies: information; communications: information theory (search for similar items in EconPapers)
Date: 1995
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