Please use this identifier to cite or link to this item:
http://hdl.handle.net/10071/16862
Author(s): | Pereira, J. Martins, A. L. Pereira, R. |
Editor: | Leandro Añibano, Rogério Marques Serrasqueiro |
Date: | 2018 |
Title: | Process analysis using business process management: a case study on incident management |
Keywords: | Business Process Management Case study Incident management Process analysis |
Abstract: | Business process management is widely used to improve companies’ competitive level. Incident management is a critical process as it supports the main services of an organization. Its speed and accuracy are paramount to companies. This research aims at analysing an incident management process of a global company and produce managerial recommendations on how to improve its performance. A case study approach is conducted. Process analysis is conducted based in interviews, direct observation, and focus group to assure data triangulation. Process improvement is based on the goals of the process and managerial recommendations are provided to support that improvement. |
Peerreviewed: | yes |
Access type: | Open Access |
Appears in Collections: | BRU-CRI - Comunicações a conferências internacionais ISTAR-CRI - Comunicações a conferências internacionais |
Files in This Item:
File | Description | Size | Format | |
---|---|---|---|---|
Doc Total PROCESS ANALYSIS USING BUSINESS PROCESS MANAGEMENT.pdf | Pós-print | 451,68 kB | Adobe PDF | View/Open |
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.