Business process engineering: a tutorial on the concept, evolution, method, technology and application

Article Abstract:

Business process engineering is an issue in the 1990s that is frequently debated, but least understood due to the sparseness in documented literature. Although little is known about the nature, degree of efficiency and future of reengineering, it has been established that it is anchored on the concept of radical, if not significant change, unit of analysis and dramatic performance improvements. Reengineering is distinct from total quality management and other business processes in the sense that it incorporates the idea of quality, information technology, organized change, innovation and work redesign in a single function.

Operations Research, Research, Analysis, Reengineering (Management), Process management (Computers), Process management (Business automation)

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Integrating service design principles and information technology to improve delivery and productivity in public sector operations: the case of South California DMV

Article Abstract:

Using the case of South California government's initiatives at its department of motor vehicles (DMV), it is established that a successful integration of information technology and service operations concepts leads to a better show of the public sector operations.

Management dynamics, California, Production Management, Management, Case studies, Technology application, Company business management, Public sector

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Service recovery: A framework and empirical investigation

Article Abstract:

A method for examining the service recovery process is presented.

Operations research, Management science, Models

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