A transparent role of information systems within business processes: A case study

M. Verboom, Jos van Iwaarden () and Ton van der Wiele

ERIM Report Series Research in Management from Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam

Abstract: Service organisations still struggle with the adoption of a road to excellence. Evidence exists that processes and systems in service organisations are not always as advanced as in manufacturing organisations. Adding a quality smile to the face of the service provider will not solve the problems that are caused by defects in the underlying work processes and systems. Attention to the hardware in service organisations, i.e. to the service design, should instead create a more reliable process flow and time for the service staff to develop improvement activities and spend more time with customers. The way service organisations started to take excellence seriously is by making their processes transparent, eliminating undesired steps and deleting loops. In this paper the focus is on expanding this approach by adding information systems and information sources into a process map. This seems to be a promising approach for small and medium sized service organisations, without having to invest in expensive and rigid business process automation.

Keywords: information systems; process mapping; quality management; service organisations (search for similar items in EconPapers)
JEL-codes: L2 M M10 M12 M39 (search for similar items in EconPapers)
Date: 2004-10-15
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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