TBM in Process Reengineering: Case Study Services Industry

2020 ◽  
pp. 157-168
Author(s):  
Uwe G. Seebacher
Keyword(s):  
Process Reengineering ◽  
Services Industry

scholarly journals Strategi Promosi, Diferensiasi dan Keputusan Pembelian pada Kepuasan Pelanggan

The Winners ◽  
2010 ◽  
Vol 11 (2) ◽  
pp. 141
Author(s):  
Masruroh Masruroh ◽  
Winda Suryadi
Keyword(s):  
Customer Satisfaction ◽  
Path Analysis ◽  
Structural Equation ◽  
Competitive Ability ◽  
Positive Influence ◽  
Promotion Strategy ◽  
Differentiation Strategy ◽  
Goods And Services ◽  
Services Industry

Today every goods and services industry always tries to develop their comparative and competitive ability. Therefore the company no longer only think of profits but start to pay attention to other potential sectors that is able to sustain or increase revenue hence the customers interests becomes a major concern. The case study in this research is Promotion and Differentiation Strategy, on customer of PT Indomobil Trada National - Nissan Kelapa Gading. The purpose of this study is to analyze the influence of the Promotion and Differentiation Strategies of Buying Decision and Its Impact on Customer Satisfaction. The method used in this study is Path Analysis. This research produces the structural equation Y = 0.375 X1 + 0.560 X2 + 0.42 ε1 where R2 = 82.1% and Z = 0.381 X1 + 0.524 Y + 0.48 ε2 where R2 = 76.4%. Promotion and Differentiation Strategies is effective in providing a positive influence towards Buying Decision, as well as Promotion Strategy and Buying Decision which has positive influence towards Customer Satisfaction, but Differentiation does not significantly influence Customer Satisfaction, so we recommend PT Indomobil National Trada - Nissan Kelapa Gading further enhance the existing Promotion Strategy to enhance influence in inducing Customer Satisfaction.

Healthcare Process Redesign

2011 ◽  
pp. 27-49
Author(s):  
Minh Huynh ◽  
Sal Agnihothri
Keyword(s):  
Business Process ◽  
Business Process Reengineering ◽  
Hospital Setting ◽  
Process Reengineering ◽  
Process Redesign ◽  
Healthcare Process

In this chapter, we present key principles and the limitations of business process reengineering (BPR) in general, and the use of BPR in healthcare in particular. We then present a case study of reengineering a healthcare process. The purpose of this case study is to explore the reality of how a BPR project is initiated, formulated, and implemented in a hospital setting and how it can fail. In the final discussion, we analyze the possible reasons for the failure of the BPR project and discuss their implication to the implementation of BPR in general.

Perceptions of Lean Six Sigma: A Multiple Case Study in the Financial Services Industry

2016 ◽  
Vol 23 (2) ◽  
pp. 29-44 ◽  
Author(s):  
Bart A. Lameijer ◽  
David T. J. Veen ◽  
Ronald J. M. M. Does ◽  
Jeroen De Mast
Keyword(s):  
Six Sigma ◽  
Financial Services ◽  
Multiple Case Study ◽  
Lean Six Sigma ◽  
Financial Services Industry ◽  
Multiple Case ◽  
Services Industry

Improving the efficiency of public administrations through business process reengineering and simulation

2015 ◽  
Vol 21 (2) ◽  
pp. 419-462 ◽  
Author(s):  
Marta Rinaldi ◽  
Roberto Montanari ◽  
Eleonora Bottani
Keyword(s):  
Public Administration ◽  
Business Process ◽  
Business Process Reengineering ◽  
Service Level ◽  
Future Research ◽  
Process Reengineering ◽  
Content Type ◽  
The Public ◽  
Research Activities

Purpose – The purpose of this paper is to propose a business process reengineering (BPR) approach to a public administration of Italy, to first assess the efficiency of the administration, then to redesign its internal processes, to improve the current performance. Design/methodology/approach – A detailed mapping of the AS IS processes of the public administration was initially carried out, together with the collection of the relevant data. Then, a simulation model was designed to support the BPR approach. In particular, the model was exploited to assess the performance of the AS IS scenario of the organization, then to investigate numerous TO BE process configurations and evaluate the achievable performance improvements. Findings – From the study, it emerged that the current efficiency level of the public administration examined has potentials to be significantly improved. For instance, by maintaining its current workforce, the public administration could consider the opportunity of providing additional services to the citizens or to serve citizens from the neighbouring municipalities. Otherwise, the organization could consider a reorganization and reduction of its current workforce, at the same time keeping the service level to its citizens almost unchanged. Research limitations/implications – Results of this study cannot be fully generalized, since the whole analysis is grounded on specific public administration. Moreover, although the simulation outcomes of the TO BE processes show interesting improvements compared to the AS IS scenario, the TO BE configurations were not (yet) implemented in practice. Therefore, the results provided should be confirmed in future research activities. Practical implications – The case study allowed deriving some useful guidelines to improve the efficiency of the public administration examined, as well as to identify some TO BE configurations that could be implemented in practice. Originality/value – Scientific literature includes a limited number of studies that evaluate the efficiency of public organizations in real contexts. Moreover, no studies target public administrations in Italy. Therefore, this case study represents an interesting addition to the literature.

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