Improved decision making through better integration of human resource and business process factors in a hospital situation

Authors:
Tony Holden;Paul Wilhelmij
Affiliations:
-;-
Venue:
Journal of Management Information Systems - Special section: Information technology and its organizational impact
Year:
1995

Citing 6
Cited 8

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Abstract

Business process models are designed in isolation but must be applied in real organizational and business situations. A key management concern is how to identify the nonprocess factors that allow a business process to achieve maximum performance. In this paper, we demonstrate the application of the KNOVA (KNOwledge Value-Added) technique to the problem of making visible the hitherto intangible people, culture, and knowledge factors that can easily influence the success or failure of a business process. We illustrate its application to the processes of a diagnostic team within a department of a large hospital. Two benefits ensue: (1) the articulation of a common understanding of the factors that affect team performance and, (2) the pinpointing of resource investment to maintain performance and reduce risk or cost.