Business Excellence, Vol. 3 No. 1, 2009.
Review article
ANALYSIS OF BUSINESS PROCESS PERFORMANCE - ACHIEVING BUSINESS EXCELLENCE: CASE STUDY OF A CROATIAN INSURANCE COMPANY
Darija Ivandić Vidović
; Croatia osiguranje
Vesna Bosilj Vukšić
; Faculty of Economics Zagreb
Abstract
The article contains an analysis of the performance of business processes with or basis on controlling (measurement and evaluation) of business processes in order to cost reduction, process acceleration, continued improvement of quality and overall customer satisfaction. It describes the implementation of project modeling, analysis and optimization by using ARIS on the example of an insurance company. 'The paper contains detailed descriptions of the steps in an analysis of business processes and organizational unit activities, an analysis of the process duration and costs, an analysis of human resource utilization, as well as results of their implementation. By using these methods, the paper analyzes the costs and duration of process completion, as well as bottleneck and employee engagement, while the results, analysis are used as a starting point for defining measures for improving process performance and achieving business excellence.
Keywords
business process management system; business process modeling; process analysis; ARIS; controlling; business process performances
Hrčak ID:
41078
URI
Publication date:
30.6.2009.
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