Process performances and process stakeholders: a case study in the health care

Authors:
Gianmario Motta;Erik Zanga;Paola D'agnone
Affiliations:
Department of Information Technology and Systems, University of Pavia, Pavia, Italy;Department of Management Engineering, Politecnico di Milano, Milano, Italy;Department of Management Engineering, Politecnico di Milano, Milano, Italy
Venue:
ICAI'06 Proceedings of the 7th WSEAS International Conference on Automation & Information
Year:
2006

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Abstract

In this paper we introduce a multidimensional modelling of performances of business process. The first dimension is the range of performance measures that include quality, service and cost. The second one is given by the process stakeholders, who include management, customers and operators. In our view a process is sustainable if the entire range of performance is acceptable to each class of stakeholder. This multidimensional modelling enables the analyst to define a holistic measure of process performance, and it can be used both to analyze an existing process and to design a new one.