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A transparent role of information systems within business processes: A case study


  • Verboom, M.
  • van Iwaarden, J.D.
  • van der Wiele, A.


Service organisations still struggle with the adoption of a road to excellence. Evidence exists that processes and systems in service organisations are not always as advanced as in manufacturing organisations. Adding a quality smile to the face of the service provider will not solve the problems that are caused by defects in the underlying work processes and systems. Attention to the hardware in service organisations, i.e. to the service design, should instead create a more reliable process flow and time for the service staff to develop improvement activities and spend more time with customers. The way service organisations started to take excellence seriously is by making their processes transparent, eliminating undesired steps and deleting loops. In this paper the focus is on expanding this approach by adding information systems and information sources into a process map. This seems to be a promising approach for small and medium sized service organisations, without having to invest in expensive and rigid business process automation.

Suggested Citation

  • Verboom, M. & van Iwaarden, J.D. & van der Wiele, A., 2004. "A transparent role of information systems within business processes: A case study," ERIM Report Series Research in Management ERS-2004-083-ORG, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
  • Handle: RePEc:ems:eureri:1738

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    References listed on IDEAS

    1. Gail Corbitt & Lauren Wright & Mark Christopolus, 2000. "New Approaches to Business Process Redesign: A Case Study of Collaborative Group Technology and Service Mapping," Group Decision and Negotiation, Springer, vol. 9(2), pages 97-107, March.
    2. Taylor, Frederick Winslow, 1911. "The Principles of Scientific Management," History of Economic Thought Books, McMaster University Archive for the History of Economic Thought, number taylor1911.
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    1. Ceric, Arnela & D'Alessandro, Steven & Soutar, Geoff & Johnson, Lester, 2016. "Using blueprinting and benchmarking to identify marketing resources that help co-create customer value," Journal of Business Research, Elsevier, vol. 69(12), pages 5653-5661.

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    More about this item


    information systems; process mapping; quality management; service organisations;
    All these keywords.

    JEL classification:

    • L2 - Industrial Organization - - Firm Objectives, Organization, and Behavior
    • M - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics
    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • M12 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Personnel Management; Executives; Executive Compensation
    • M39 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Other


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