Abstract
Business process quality assessment plays an important role in business process management. Business process quality is often assessed by identifying potentials for improvement. In practice, a questionnaire is a commonly used means. However, creating a questionnaire requires a high expertise because systematic approaches are missing. Moreover, questionnaires for process improvement often focus on single quality aspects. In this paper, we describe a systematic approach to create a questionnaire to identify business process quality problems. The approach is based on a comprehensive business process quality model. We applied the approach in a case study at a German university hospital and present results of the preliminary evaluation phase.
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Heinrich, R., Paech, B., Brandner, A., Kutscha, U., Bergh, B. (2012). Developing a Process Quality Improvement Questionnaire – A Case Study on Writing Discharge Letters. In: Daniel, F., Barkaoui, K., Dustdar, S. (eds) Business Process Management Workshops. BPM 2011. Lecture Notes in Business Information Processing, vol 100. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-28115-0_25
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DOI: https://doi.org/10.1007/978-3-642-28115-0_25
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