Business Process Improvement Research Articles

Navigating the Landscape of Organizational Process Mining Setups

AbstractProcess mining (PM) technology evolves around the analysis, design, implementation, and ongoing improvement of business processes. While it has experienced a lot of attention and significant technological advancements, contributions to the field have mostly revolved around technical matters, neglecting managerial and organizational aspects. Thus, researchers have called for a more holistic view of the application and adoption of PM in enterprises. To address this gap, this paper presents a taxonomy for organizational PM setups. Its applicability and usefulness are shown in three exemplary cases. This study extends the descriptive knowledge at the intersection of PM and business process management governance, highlighting the unique governance requirements associated with PM that cannot be effectively addressed through traditional governance approaches. The taxonomy provides practitioners with orientation when developing an effective PM setup and helps to characterize existing setups.

Improvizing West Java MSMEs Using Quality Service Gaps Model

This study aims to understand the challenges and opportunities for the development of Micro, Small and Medium Enterprises (MSMEs) in West Java. With a very large number, MSMEs in West Java have great potential to drive economic growth. However, various obstacles such as access to capital, information, and technology are still an obstacle. This research proposes the application of the Service Science framework to map the MSME ecosystem and identify opportunities for service innovation. Thus, it is expected to increase the competitiveness of MSMEs and make a greater contribution to the regional economy. This research reveals that MSMEs in West Java face significant constraints in terms of access to capital, information, and technology. Through in-depth interviews with 8 MSME owners, this research aims to understand in-depth the challenges and opportunities faced by micro, small and medium enterprises. Thematic analysis of the interview data identified a gap between the ideal conditions that MSMEs desire and the actual conditions they experience. Using the Service Quality Gap Model, this study created four action plans to improve MSMEs in West Java. By addressing the identified gaps and encouraging collaboration between MSMEs, government, academia and industry, the Sadulur platform can catalyze the sustainable growth and development of MSMEs in West Java. These gaps, which we refer to as 'customer gaps', are manifested in four main themes: 1) the potential for MSMEs to create innovative products more easily, 2) the need to develop a strong business foundation and build sustainable brand value, 3) the importance of improving business processes and management to increase efficiency, and 4) the need to build good relationships with external parties to expand networks and business opportunities. These findings form the basis for formulating an action plan to improve the quality of services provided to MSMEs.

The System Design of Payroll Accounting Information System at Private Primary School in East Jakarta

This research aims to design a system design of payroll Accounting Information System (AIS) at a primary private school (Madrasah Ibtidaiyah Al-Baidlo/”MIAB”), East Jakarta to improve the efficiency of payroll business processes. Business Process Improvement was used as a design approach in this research, with an applied research type. Collect data by interview with Headmaster and Treasurer. The tool used to document business processes is the Bizagi Modeler. Automation is carried out to prevent human error and increase the processing speed of payroll business processes. The business processes that are designed will be tested by material and information technology experts. The result of this research is that the proposed (to-be) business process increases the simplification of payroll activities by improving the quality of fast and accurate decision making which has economic value. Using Business Process Modelling Notation allows this research to present proposed business processes related to needs and solutions to problems in the research objects observed. This research is proven to be able to increase the simplification of business processes, increase efficiency in decision making by school principals in a relatively short time from 337 minutes to 41 minutes or a time saving of around 296 minutes (equivalent to 4.93 hours).Cutting manual activities to automated processes increases the opportunity for fraud and human error.

A Portfolio Management Method for Process Mining-Enabled Business Process Improvement Projects

AbstractProcess mining has received tremendous attention from research and industry, establishing itself as a highly sought-after technology. Despite the technological maturity of process mining solutions, which has been achieved through extensive investments in research and development, organizations still face the challenge of elusive value when systematically adopting process mining. The authors attribute this dilemma to a lack of support for scaling and managing process mining project portfolios. To address this practical need and research gap, the authors propose a method for managing portfolios of so-called process mining value cases, which are defined as process mining-enabled business process improvement projects, towards an evolutionary roadmap (mapper). The method is designed to support organizations identify portfolios of process mining projects that generate value by improving business processes. The method was developed through a combination of design science research and situational method engineering and comprises five activities that each outline techniques, roles, and tools: strategize, identify, select, implement, and monitor. The method has been instantiated as a software prototype and iteratively evaluated for applicability and real-world fidelity by involving an expert panel of academics and practitioners. The usefulness of the artifact was substantiated through a real-world case study in a naturalistic setting.

Evaluation of the Validation Process of Prospective Recipients of Educational Scholarships on the Siaplah Platform: A Case Study at The West Kalimantan Provincial Education and Culture Office

This study aims to evaluate the validation process of prospective recipients of educational scholarships through the Siaplah platform implemented by the West Kalimantan Education and Culture Office. The research methods used in this study are Business Process Improvement (BPI) and Failure Mode and Effects Analysis (FMEA). Because BPI can evaluate in aligning processes with organizational goals and strategies. In the context of this research, BPI can assist the West Kalimantan Education and Culture Office to ensure that the scholarship validation process supports the achievement of organizational goals related to education. Meanwhile, FMEA is used to identify potential risks, failures, and weaknesses in the validation process. Through this analysis, research can identify critical points in the process that could lead to failures or problems. So the FMEA can be improved by giving a score on each risk and impact. Research results: Business process recommendations for prospective PBP recipients are made based on the design of business process improvement that has been carried out using the Business Process Improvement (BPI) method. Some activities have changed, activities that have been added to activities that have been removed. From the results of simulations carried out on the current business process (as it is) and business process recommendations (to be), it was found that the increase in time analysis reached 02.8% in the business process of prospective PBP recipients, 1.44% in the implementation of the business of prospective PBP recipients, and 1.55% in the business evaluation of prospective PBP recipients.

9.Y.2. Leveraging GenAI and Deep Learning for the Analysis of Public Health Data: A Global Perspective

Abstract The evolution from Artificial Intelligence (AI) to Generative Artificial Intelligence (Gen AI) represents a significant advancement in technological capabilities and applications. Advancements in computing power, algorithmic complexity, and data availability have enabled Gen AI to exhibit broader cognitive abilities such as reasoning, problem-solving, and learning across diverse domains. Private sector investment and innovation is advancing capability in this space at a rapid pace, trending toward a complete paradigm shift towards machines capable of autonomously adapting and learning in dynamic environments, promising profound impacts across industries from education and finance to healthcare and beyond. Yet harnessing the power of GenAI remains out of reach for most public health entities. Questions like “How to start” and “What to do”, let alone concerns regarding cost, security, and ethics, often thwart an agency from endeavoring to even begin their journey to the program improvement they visualize through the lens and promise of AI. Conduent’s longstanding presence and pioneering work in AI across various sectors, has led to a simple, underlying philosophy: we leverage Gen AI technologies to assist and enable humans to improve business processes. Instead of developing Gen AI technologies ourselves, we focus our efforts on making advanced technologies accessible to our clients and enabling them to achieve their outcomes. This session focuses on accessibility and enablement for public health agencies looking to jump start their journey to AI and evolve their public health programs with the use of Gen AI, covering topics such as: • The evolution of GenAI in the private sector; • Visualizing objectives in public health outcomes and improved business processes; • What to do about data; • Using human intelligence to drive machine learning; • Managing security, ethics, and equity; • Roadmap your Journey to Gen AI. For Conduent, Gen AI is not intended to replace humans but to harness its potential to support and empower humans in creating innovative, additive opportunities that enhance business process outcomes. In the public health space, its impact is immense and far reaching. Let’s shift from “How do I start” to tackling the questions that improve programs and their outcomes. So how will you optimize your program with Gen AI? Let’s get started. Key messages • Private sector Gen AI capability is expanding at a rapid pace yet many public health agencies are struggling just to start. Conduent offers an informed perspective to jump start your Gen AI journey. • Accessibility and enablement for public health agencies looking to jump start their journey to AI and evolve their public health programs with the use of GenAI. Speakers/Panelists Mark Marostica Conduent Public Health Solutions, Florham Park, USA Dianna Lydiard Conduent, Florham Park, USA Tarun Khatri Conduent, Burlington, Canada

Investigating the factors affecting sustainability of ready mix concrete plants: case study of Pune region

Construction industry plays a significant role in the economic development of the nation. Due to site and other constraints, concreting is preferred by ready mix concrete (RMC) plants. It is very well-known fact that the construction industry immensely contributed for CO2 emission mainly from cement-based materials. One of the way to achieve smart city objective to effectively manage ready mix concrete plants. While opting for RMC over site mixing offers various advantages. In this study, key factors governing the sustainability and energy consumption of RMC plants are identified. This study investigates the efficiency and sustainability of RMC production in Maharashtra, suggesting that its efficiency hinges on various factors. Through a constructivist perspective, the research examines twelve RMC plants in Pune mainly and other parts of Maharashtra, finding that power supply, plant output, and capacity require sustainability. While raw material supply is deemed sustainable, management methods and product control were found lacking. The study identifies challenges affecting demand, such as regulatory issues, management issues and technological limitations. The conclusion emphasizes the need for alternative and sustainable power sources, skilled labor, and improved business processes to enhance RMC production efficiency in Maharashtra, recommending measures like waste reuse and innovative advancements. This study will help the stakeholders in prioritizing the resources and process towards more sustainable way.

Analytics-based service perspective on customer value and business process management: evidence from transportation service

ABSTRACT This paper investigates customer value and business process management from the analytics-based service (ABS) view. ABS uses business analytics to support better-informed decision-making, which benefits service customers and providers. Applying descriptive/diagnostic analytics to service encounters and predictive/prescriptive analytics to post-service may improve business process management. This paper conducted predictive analytics (e.g. regression) and diagnostic analytics (e.g. bigram natural language processing), examining the mechanism to create customer value (e.g. net promoter score) and assessing customer-frontline employee interactions in business processes. This approach helps contextualize diverse and plural relationships between the service customer and provider as an enabler for design thinking. ABS may inform problem exploration with predictive analytics to identify predictors for outperforming or underperforming customer value metrics, problem definition and practice analysis with diagnostic analytics on business process scripts, and developing remedies based on prescriptive analytics powered by simulations and optimizations.

Operational Excellence: Process optimization for competitive edge

This study explores the concept of operational excellence and the role of process optimization in gaining a competitive edge for organizations. Operational excellence involves the continuous improvement of business processes to increase efficiency, reduce waste, enhance quality, and improve overall performance. The study reviews established methodologies such as Lean, Six Sigma, and Total Quality Management (TQM) that provide structured approaches to achieving operational efficiency. It also examines the impact of emerging technologies, including artificial intelligence (AI), machine learning (ML), and the Internet of Things (IoT), in driving data-driven decision-making and enhancing process optimization. Additionally, the study highlights the importance of leadership in fostering a culture of continuous improvement and collaboration across departments, ensuring alignment with strategic objectives. The integration of sustainability into operational strategies is discussed as a means to not only improve efficiency but also meet corporate social responsibility goals. The relationship between process optimization and innovation is also explored, showing how operational excellence can free up resources for research and development (R&D) and foster a culture of innovation. Despite the focus on these established practices and technologies, the study acknowledges limitations, particularly the challenges faced by small and medium-sized enterprises (SMEs) and service oriented sectors in implementing these strategies. The study concludes that operational excellence, supported by technological advancements and a strong organizational culture, is essential for organizations to navigate competitive markets, improve customer satisfaction, and achieve long-term success. This research offers valuable insights for businesses aiming to enhance operational performance and sustain their competitive advantage through continuous process optimization and innovation.

Enhancing Operational Efficiency: Implementing Business Process Improvement by Integrating the Command Center in the Indonesian Toll Road Operator Company

<span lang="EN-US">Business process improvement is a well-known technique for organizations to identify processes that enhance business performance. This study aims to analyze and improve business processes in the company's principal operational processes that are directly related to controlling service requests for assistance with traffic problems on the toll road (Command Center), specifically in communication and handling requests for assistance and complaints from users of one of the toll road operators in Indonesia. Research is conducted by identifying existing processes, the underlying causes of existing problems, and analyzing business processes using the Business Process Improvement methodology and the Bizagi Modeler with Process Modeling and Notation (BPMN). An improvement within this approach is thus examined in a particular scenario. The as-is and to-be processes are measured using a technique of improvement design called the ESIA approach, consisting of four steps: eliminate, simplify, integrate, and automate. The result of the integration of Command Center services can decrease the response time for assisting requests from toll road users and enhance cost-effectiveness, improving customer satisfaction and the overall quality of toll road service</span>

Strategic redesign of business processes in the digital age: A framework

Organizations constantly seek ways to improve their business processes by using digital technologies as enablers. However, simply substituting an existing technology with a new one has limited value compared to using the capabilities of digital technologies to redesign business processes. Therefore, process analysts try to understand how the capabilities of digital technologies can enable the redesign of business processes. In this paper, we conduct a systematic literature review and examine 40 case studies where digital technologies were used to redesign business processes. We identified that, within the context of business process improvement, capabilities of digitalization, communication, analytics, digital representation, and connectivity can enable business process redesign. Furthermore, we note that these capabilities enable applying nine redesign heuristics. Based on our review, we map how each capability can facilitate the implementation of specific redesign heuristics. Finally, we illustrate how such a capability-driven approach can be applied to Metaverse as an example of a digital technology. Our mapping and classification framework can aid analysts in identifying candidate redesigns that capitalize on the capabilities of digital technologies.

PSS Application on Business Process Improvement of Equipment Pool System in Mining Company

PSS Application on Business Process Improvement of Equipment Pool System in Mining Company

Revolutionizing the Banking Industry: The Impact of Blockchain Technology on Financial Services

Blockchain technology represents a significant innovation with far-reaching implications across multiple industries, having initially emerged as the backbone of Bitcoin to enable secure, decentralized digital transactions. Its decentralized structure, which replaces centralized databases with multiple shared copies across nodes, enhances security and reduces the risk of data breaches. Despite its growing use in banking, finance, supply chains, and other sectors, a gap exists in fully understanding its transformative potential in improving business processes. This research aims to analyze blockchain’s impact on the security, efficiency, and transparency of digital transactions. By employing a comparative analysis of blockchain applications across industries, we find that its decentralized, encrypted ledger system significantly reduces fraud risk and improves transactional efficiency. These results highlight blockchain’s role as a critical tool for future digital economies, with broader implications for enhancing trust and security in various sectors.

THEORETICAL AND METHODOLOGICAL ASPECTS OF ENTERPRISE DEVELOPMENT STRATEGY

This paper presents a study of the theoretical and methodological foundations of the process of forming a development strategy for a company. It was determined that the main goal of the development strategy is to achieve a long-term competitive advantage that guarantees the survival and sustainable functioning of the enterprise in the future. After considering the opinions of various authors, we have reached the conclusion that a development strategy is a coherent set of interrelated strategic decisions that determine the priority areas of a company's activities in terms of implementing its mission, goals, and objectives. According to its content, the strategy takes into account the main fundamental processes in the company and its external environment, the potential for growth of its strategic potential. And since each firm is unique, the strategy formulation process for each firm is individual. The paper investigates the possibility that an enterprise can function well through management that is adaptable to rapid changes in business conditions and through efforts to solve internal problems related to increasing the efficiency of resource use in current activities. In other words, it is necessary to implement a process of planning, organizing, motivating, and controlling in order to formulate and achieve the goals of the enterprise. Summarizing the different approaches to the content of the strategy formulation process, it was determined that there is no single method of formulating development strategies, nor is there a single form of enterprise. After analyzing the studies of scientists dealing with the issue of the development strategy of an enterprise, it was determined that the development strategy of an enterprise is a complex and long process of actions and measures to improve business processes, continuously shape the customer portfolio, and improve the system of relations with customers, taking into account the interaction between the external environment and the enterprise and the dynamics of its development, as well as the We were able to reach the conclusion that it is the result of a process, designed to support the sustainable and long-term livelihood of enterprises in the turbulent conditions of the socio-economic system. The analysis of a large number of publications shows that the scientific and methodological approach to the formation of development strategies and the structuring of their development process needs updating and further development, both in its scientific and organizational/practical aspects.

Intelligent automation of financial and accounting processes in business process outsourcing centers in Poland

Purpose: The aim of the article is to assess the degree of intelligent automation of financial and accounting processes in services centres that operate in the business process outsourcing (BPO) market in Poland and to identify future trends and prospects.Methodology/approach: The main research data comprise various reports on the modern business services sector in Poland for 2017–2023. The methods used in the research include a literature review, case study analysis, and deductive reasoning.Findings: The research results have shown that the financial and accounting process outsourcing market in Poland is changing. There has been a gradual advancement of services provided by BPO, shared services centres (SSC) and global business services (GBS) centres. An undoubted driver of the change is technology, which brings trans-formative potential. This technology is changing the nature of work – from repetitive work to work that requires in-depth analysis and complex problem-solving. There is an increasing tendency to implement intelligent process automation (IPA), which includes, among other things, robotic process automation (RPA) solutions using artificial intelligence (AI), in service centres. The increasing automation of repetitive financial and accounting processes is driven by the need to optimize costs, increase the speed of service and improve the quality of services provided by outsourcing centres.Research limitations/implications: The conclusions presented in the article are important for the development and improvement of financial and accounting processes. They are of cognitive value and can be analyzed by decision-makers at various management levels in service centres in Poland and worldwide.Originality/value: The article narrows the research gap in the field of intelligent automation of financial and accounting processes. The research is part of the trend to continuously improve business processes. The conclusions can be a starting point for future research conducted from a macroeconomic perspective, with a particular focus on qualitative research.

The Influence of Institutional Culture on Organisational Effectiveness in Selected Public Universities in Uganda

Organisational effectiveness is a vital component of universities and other organisations because it leads to various positive outcomes, including customer satisfaction, employee relationships, improved business processes, learning and growth, and profitability. However, despite its importance, Ugandan universities are currently struggling with low levels of organizational effectiveness. Therefore, this study assessed the influence of institutional culture on organisational effectiveness of selected public universities in Uganda. Specifically, the study assessed the influence of artefacts, espoused belief and values and basic underlying assumptions culture dimensions on organisational effectiveness. The study employed a quantitative approach, utilizing a correlational research design. With a small population of 265, the researchers aimed to survey the entire population although those who provided responses were 231 participants. The data were collected using a close ended self-administered questionnaire. The data were analysed using Partial Least Squares Structural Equation Modelling (PLS-SEM) using SmartPls to test casual linkages between the variables. The results indicated that espoused beliefs and values, and basic underlying assumptions had a positive and significant impact on organisational effectiveness in public universities. The study concluded that espoused beliefs and values, and basic underlying assumptions are essential for organisational effectiveness of public universities, and basic underlying assumptions are vital for organisational effectiveness in public universities. The study recommended that university managers should promote espoused beliefs and values through enabling openness and learning, team work and adherence to rules, and basic underlying assumptions of mutual responsibility and shared objectives, and participation in decision making in the management of universities

The Analysis of Credit Application for SMEs using Business Process Improvement (BPI)

This study aims to identify the factors that hinder the MSME credit application process and provide recommendations to improve the efficiency and effectiveness of the credit application process. This study uses a qualitative method with a descriptive approach. In conducting the analysis, this study uses the Business Process Improvement (BPI) analysis method to analyze and improve the process. The results of the study show that there are 4 factors causing problems in the credit process, and in the process improvement analysis after streamlining and redesigning the process, there is a reduction of 17 activities and a total time of 67 hours or equivalent to 7 working days.

Aplikasi metode FMEA sebagai Upaya Pengendalian Kecacatan Produksi Kain Weaving, Studi Kasus: PT X

This study aims to identify and analyze the factors causing defects using Failure Mode and Effect Analysis (FMEA) and formulate improvement plans to improve business processes. The research method used is FMEA analysis to find and reduce the factors causing defects. The results of the analysis show that human factors contribute 25%, material factors 26%, and method factors 24% to defects. The conclusion is that FMEA is effective in identifying the main causes of defects and providing a basis for improving the production process. Keywords: FMEA, Quality, Weaving

Розробка та впровадження удосконалених методів управління бізнес-процесами підприємств торгівлі та апк

The study aims to identify methods of improving the management of business processes in trade and agricultural enterprises. Integration and transformational processes in the Ukrainian economy, high competition, pressure of crisis factors, and high unpredictability of changes in the external environment require Ukrainian trade and agricultural enterprises to search for new, more effective management methods constantly. New management methods should be aimed at strengthening the competitive advantages of trade and agricultural enterprises in the market and the stable operation of the enterprise from a strategic perspective. Therefore, one of the most problematic areas is reorienting trade and agricultural enterprises to a high-tech model of improvement and development of business processes. However, the potential benefits of improving the methods of managing business processes of trade and agricultural enterprises within the framework of implementing the development strategy are promising. It allows them to optimize their activity (economic efficiency) while considering future management specifics. The conducted analysis, which was thorough and comprehensive, made it possible to develop and systematize the criteria for evaluating the effectiveness of managing business processes of trade and agricultural enterprises based on the proposed algorithm in accordance with the goals of business processes and consumer requirements. The work has developed a methodology for evaluating and improving the effectiveness of business process management of trade and agro-industrial complex enterprises, which allows the evaluate the business processes of the enterprise of the correspondingly achieved level (effectiveness of business processes) and increases the efficiency of business processes of trade and agro-industrial complex enterprises relative to the industry and global levels (benchmarking of business processes). During the research, the technology of conducting benchmarking was improved, which allows for an increase in the effectiveness of business processes of trade and agricultural enterprises due to the inclusion of a stage for evaluating the effectiveness of the developed measures in the benchmarking process. Thanks to this, a toolkit is proposed to determine the effectiveness of business process management and its ranking based on Harrington’s verbal-numerical scale. The Harrington scale allows you to determine the effectiveness of business processes, considering the results that are obtained that fall into numerical intervals. The paper proposes using the method of analyzing hierarchies to obtain the most reliable value of the performance indicator of the business process management system of trade and agricultural enterprises. Keywords: business process management, assessment criteria, business process performance, business process benchmarking.

Analysis of Business Process Re-Engineering in the Implementation of Robotic Sorting Machines in the Middle Mile Process at PT Pos Indonesia (Persero)

PT Pos Indonesia faces challenges in improving courier service business processes due to business change trends. This study aims to identify and analyze inefficiencies in the middle mile supply chain business process of PT Pos Indonesia Processing Centre Surabaya and determine the number of robotic mega bots needed to improve efficiency. The research method uses quantitative information, observations, interviews, computer simulations, Value Stream Mapping process flow charts, and Business Process Reengineering concepts. The results showed that the use of mega bot robots had a positive and significant impact on the company's reputation, and the sorting process carried out using robotic mega bots was appropriate because it had a significant impact on the effectiveness and efficiency of business process improvements at PT Pos Indonesia (Persero).