Business process re‐engineering/information system development to improve customer service quality

1997 ◽  
Vol 3 (1) ◽  
pp. 9-16 ◽  
Author(s):  
Mary Ann Murray ◽  
Marc P. Lynn
Keyword(s):  
Information System ◽  
Service Quality ◽  
Customer Service ◽  
Business Process ◽  
System Development ◽  
Information System Development ◽  
Engineering Information

Information System Development

2011 ◽  
pp. 326-346
Author(s):  
Tony Elliman ◽  
Tally Hatzakis ◽  
Alan Serrano
Keyword(s):  
Information System ◽  
Business Process ◽  
Process Simulation ◽  
System Development ◽  
Systems Development ◽  
Information Systems Development ◽  
Information System Development ◽  
Advantages And Disadvantages ◽  
Automated Information System ◽  
Modelling Techniques

This chapter discusses the idea that even though information systems development (ISD) approaches have long advocated the use of integrated organisational views, the modelling techniques used have not been adapted accordingly and remain focused on the automated information system (IS) solution. Existing research provides evidence that business process simulation (BPS) can be used at different points in the ISD process to provide better-integrated organisational views that aid the design of appropriate IS solutions. Despite this fact, research in this area is not extensive; suggesting that the potential of using BPS for the ISD process is not yet well understood. The paper uses the findings from three different case studies to illustrate the ways BPS has been used at different points in the ISD process, especially in the area of requirements engineering. It compares the results against IS modelling techniques, highlighting the advantages and disadvantages that BPS has over the latter. The research necessary to develop appropriate BPS tools and give guidance on their use in the ISD process is discussed.

scholarly journals An Extension of BPMN Meta-model for Evaluation of Business Processes

2011 ◽  
Vol 43 (1) ◽  
pp. 27-34 ◽  
Author(s):  
Azeem Lodhi ◽  
Veit Küppen ◽  
Gunter Saake
Keyword(s):  
Information System ◽  
Business Process ◽  
Process Modeling ◽  
Business Processes ◽  
System Development ◽  
Business Process Modeling ◽  
Process Models ◽  
Information System Development ◽  
Meta Model ◽  
Business Units

An Extension of BPMN Meta-model for Evaluation of Business ProcessesBusiness process modeling is used for better understanding and communication of company's processes. Mostly, business process modeling is discussed from the information system development perspective. Execution of a business process involves various factors (costs and time) which are important and should be represented in business process models. Controlling of business units uses post execution analysis for detection of failures for improvement. The process models conceived for information system development are not sufficient for post execution analysis. This paper focuses on the challenges of business process modeling in the post execution context. We provide a meta model for evaluation of a business process and discuss BPMN in this context. We also extend existing BPMN meta model for performance analysis of business processes. The proposed extensions are presented with the help of an example.

scholarly journals Kualitas dan Kepuasan Pengguna Terhadap Sistem Informasi Akademik Berbasis Web

2017 ◽  
pp. 84
Author(s):  
I Gusti Ngurah Agung Suaryana ◽  
Eka Damayanthi ◽  
Lely Merkusiwati
Keyword(s):  
Information System ◽  
Service Quality ◽  
Information Quality ◽  
System Development ◽  
Educational Institutions ◽  
System Quality ◽  
Information System Development ◽  
Web Based ◽  
Academic Information

The purpose of this study is to evaluate the quality of web-based academic information system in FEB Unud and its impacts to users’ satisfaction. The users of this system are students, lectures, and academic staffs of FEB Unud. This study surveys the perception of students, lectures, and staffs and their satisfaction on the quality of the Academic Information System. The quality system includes three elements, namely the information quality, the system quality, and the service quality. The quality of this web-based academic information system is expected to affect the satisfaction of the users. For FEB Unud, the result of this study is expected to give the feedback for the faculty leaders in order to take further corrective measures. For other educational institutions, the study is expected to be a model of academic information system development.    

scholarly journals Online Expedition Services System for Customer at XYZ Ltd.

2020 ◽  
Vol 8 (1) ◽  
pp. 9-20
Author(s):  
Nasa Zata Dina ◽  
Wilda Imama Sabilla ◽  
Irvandy Handoyo
Keyword(s):  
Information System ◽  
Customer Service ◽  
Business Process ◽  
Interface Design ◽  
Business Processes ◽  
System Development ◽  
Report Generation ◽  
Customer Order ◽  
Service Information ◽  
System Maintenance

XYZ Ltd. is an expedition company that uses container ships and container trucks as transportation modes. There are three business process transactions that are carried out by the company, i.e. customer registration, ordering expedition services, and payment expedition services. Currently, all business process transactions are carried out manually, so process automation is needed in order for the business processes to run more effectively and efficiently. For this purpose, an Online Expedition Services Customer Service Information System was proposed to be built. This system consists of three main processes, namely the customer registration process, the customer order process, and the payment process and report generation. XYZ Ltd. Customer Service Information System was built following the waterfall development model. The stages of system development consist of five stages, namely planning, requirements analysis, database, and interface design, implementation of program code writing and testing and system maintenance. In implementing and testing the system, whole system requirements have been checked; the three main business processes in the proposed online system were running precisely, effectively and efficiently.

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