Suchergebnisse

Successful e-commerce (EC) requires customer and supplier interaction to be seamlessly integrated with existing business processes. Quality professionals must keep this in mind when redesigning business processes, particularly in the service industry. Using best practices, total quality management, and business process redesign (BPR) enables total process improvement and can make the difference between a process that merely allows EC and one that excels in supporting EC. A case study describes how a local government applied best practices to redesign the way its online services handle citizens' applications. A sidebar article lists 13 best practices for e-service.

On the Dutch workflow market, a new and interesting paradigm named "case handling" is emerging. The goal of case handling is to overcome the limitations of existing workflow management systems. By using a data-driven approach combined with implicit routing and carefully avoiding context tunneling, awareness and flexibility are improved. Currently, many organizations are considering case handling systems such as FLOWer (Pallas Athena) rather than the more traditional workflow management systems. This paper provides a critical assessment of this development. The goal is to show the pro's and con's of case handling. Moreover, based on this assessment, an alternative approach using slightly extended workflow management systems is proposed. This approach is being pursued by the Dutch government in a project involving the workflow management system Staffware. Based on our experiences thus far, we provide guidelines for selecting the proper technology.