Pattern-driven Process Design
نویسنده
چکیده
With the pattern-driven process design approach we provide an instrument for the design of business processes which is based on objective performance criteria. Since enterprises are more and more confronted with an extreme dynamic environment a technique for measuring the flexibility of business processes is incorporated which enables process designers to chose the most flexible process for their purpose. The pattern-driven process design has been applied within the communication center domain. Two types of domain specific process patterns have been identified regarding the qualification-mixture and communicationmixture within the organization. These real life patterns have been evaluated on the base of empirical data from four different lines of business: car rental, bank, book trade and energy industry.
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