Business Process-Organizational Structure (BP-OS) Performance Measurement Model and Problem-Solving Guidelines for Efficient Organizational Management in an Ontact Work Environment

Abstract

In the COVID-19 crisis, telecommuting has become one of the most powerful countermeasures against spreading infections. Companies cannot effectively implement telecommuting owing to difficulties predicting organizational performance and future problems and responding to them in advance. Furthermore, even after overcoming the crisis, it is expected that the performance of so-called “ontact” jobs involving telecommuting will increase rapidly in the new typical environment. Nevertheless, there has been no systematic study on a holistic response method considering work interruption time and lead time from work interruption in the ontact work environment. This study predicts organizational performance by modeling the impact of the ontact work environment on organizational performance and presents problem-solving guidelines from three perspectives: business process, organizational structure, and human resource allocation. Additionally, it presents a case study of a simulation model established by extending a previously developed enterprise simulation software. This study presents a scientific model for predicting organizational performance and solving problems in the ontact work environment, which is presently the most significant concern in companies. This facilitates decision-making to minimize damage based on predicting corporate performance in the ontact work environment.