This thesis is concerned with the effectiveness of change agents within organisations. The argument presented is that the effectiveness of change agents depends on their ability to develop an understanding of the complex situations they are faced with. This includes a rich understanding of their own role within the situation. The systems approach described by Churchman (1971, 1979) and further developed by Ulrich (1983) provides methods that aid the development of a rich understanding of, inquiry into, and intervention in complex socio-technical situations. The structure of the paper will take the following form: Part 1: Appreciative systems and the systems approach. Performance criteria for change agents are declared. The key role of appreciation ineffective change management is highlighted. An explanation of appreciative systems and how the systems approach can make them more effective is presented. Finally an appreciative frame for human populated (social) systems is explained. Part 2: Investigating sources of purpose in traditional Business Process Reengineering (BPR).Before developing the complete the appreciative framework in Part 3, our understanding will be consolidated by applying the human populated systems frame to organisational change (business process reengineering) as a system.

Reporting patient states is considered an important part of care process monitoring in the hospital to efficiently monitor how well the health care system is performing. Monitoring care processes with enough fine-grained detail to precisely track wait states and service states in order to reduce wait times and improve their quality of care are challenging. Business Process Management (BPM) technology is used to bring care processes online, but there is no clear methodology on how to integrate performance management into BPM tools in a systematic matter that is effective, and minimizes complications and development costs. This thesis proposes a BPM methodology for care process monitoring that structures how to integrate performance monitoring into BPM. The major contribution of this thesis includes a generic methodology for care processes monitoring that describes how to structure and instrument a business process model for systematic care process monitoring which includes support for handoff points between organizations where many wait-time bottlenecks occur. It also includes a prototype implementation based on an existing case study based on a real cardiology care process from an Ontario hospital. Our results are evaluated using three different prototypes based on this same care process. The research methodology for the thesis is based on Design-Science research.

Flexibility and Interoperability have become important characteristics for organisations and their business processes. The need to control flexible business processes within an organisation’s boundaries and between organisations imposes major requirements on a company’s process control capabilities. Workflow Management Systems (WFMS) try to fulfil these requirements by offering respective product features. Evidence suggests that the achievement of flexible business processes and an inter-organisational process control is also influenced by implementation processes for Workflow Management Applications (WFMA). [A WFMA comprises the WFMS and "all WFMS specific data with regard to one or more business processes" [VER01]]. The impact of a WFMA implementation methodology on the fulfilment of these requirements is the research scope of the project. The thesis provides knowledge in the following areas: 1. Review of the relationship between workflow management and the claim for process flexibility respectively -interoperability. 2. Definition of a research-/evaluation framework for workflow projects. This framework is composed of all relevant research variables that have been identified for the thesis. 3. Empirical survey of relevant workflow-project objectives and their priority in the context of process flexibility and –interoperability. 4. Empirical survey of the objectives’ achievement. 5. Empirical survey of methodologies / activities that have been applied within workflow projects. 6. Derivation of the project methodologies’ effectiveness in terms of the impact that applied activities had on project objectives. 7. Evaluation of existing workflow life-cycle models in accordance with the research framework. 8. Identification of basic improvements for workflow implementation processes with respect to the achievement of flexible and interoperable business processes. The first part of the thesis argues the relevance of the subject. Afterwards research variables that constitute the evaluation framework for WFMA implementation processes are stepwise identified and defined. An empirical study then proves the variables’ effectiveness for the achievement of process flexibility and –interoperability within the WFMA implementation process. After this the framework is applied to evaluate chosen WFMA implementation methodologies. Identified weaknesses and effective methodological aspects are utilised to develop generic methodological improvements. These improvements are later validated by means of a case study and interviews with workflow experts.

Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2010.

Thesis (M.B.A.)--North-West University, Potchefstroom Campus, 2010.

Situation faced: Raiffeisen Bank Kosovo, as a subsidiary of Raiffeisen BankInternational AG, providesa wide range of banking products and services to all categories of customers in the private individual and business segments. In the first six months of 2018, the profit of the Bank was 11 Million Euro, being the highest in the banking market. The on-line banking channels has increased significantly and today the customers chose to do more than 80% of transactions through E-Banking, mobile phone,or ATMs. Raiffeisen Bank has started to adopt BPM since 2006 as a systemic and structured approach to analyze, improve, control, and manage processes with the aim to improve the quality of products and services. But, how well is BPM adapted and implemented in the bank, and what is the impact of BPM to the strategic goals? b)Action taken: This paper tackles the problem from two angles. First, a literature review is used to clarify the concept of BPM its scope. Second, semistructured interviews were used to collect data from nine participants covering high positions in Raiffeisen Bank Kosovo. In addition, the Research ffered both an evaluation of the significant aspects of the implementation process, and examinedthe key factors effects on alignment of BPM with organization strategy. c)Results achieved: his study unveils that BPM is well understood and is con-sidered an important practice within the bank. Its implementation is familiar to the top management. Especially, process visualization is a considered a core element within BPM projects. Existing project can further benefit from BPM by applying process ownership and defining responsibilities within the end to end processes in every department were these processes are performed. Moreover, this study collects evidence that strategy objectives can be led by BPM. d)Lessons learned: Experience has taught that there are many challenges whenapplying BPM initiatives. However, once these are applied, they help achieving strategic objectives. Two main challenges of implementing BPM were related to lack of proper IT support and budget needed to cover staff training. This paper recommends that BPM initiatives be strategy driven. It should be treated in a holistic way, including several methodologies like Six Sigma, Lean, and Agile. In this way, the Bank is lead towards thinking how its product or services are delivered to the customers.

<p>Denna studie behandlar de två koncepten outsourcing och business process outsourcing samt möjligheter och risker med nämnda koncept. Genom studier av ämnena business process outsourcing samt traditionell outsourcing har författarna påträffat sådan information som indikerar och tydliggör sådant som i litteraturen uppfattas som centralt då det kommer till möjligheter och risker då med de båda koncepten.</p><p>Syftet med studien är att beskriva dessa koncept och jämföra dess risker och möjligheter. Någon förförståelse av det studerade området har inte författarna. Med anledning av att leverantörerna av ovanstående tjänster inte haft möjlighet att delge författarna vilka deras kunder är har studien begränsats till skriven litteratur samt leverantörernas uppfattning om risker och möjligheter med dessa tjänster. Studien är utformad dels med en deduktiv metod vilket inneburit litteraturstudier, samt med en kvalitativ metod som inneburit tre djupintervjuer.</p><p>Genom att studera outsourcing- och BPO-branschen har författarna kommit fram till tre respondenter vilka anses representativa och väl anpassade för studien, då dessa levererar båda ovan nämnda former av tjänster. Arbetets teoridel är strukturerad på ett tydligt sätt som belyser risker och möjligheter med de båda koncepten, samt en kortare förklaring av faktorer som påverkar valet om att köpa in dessa tjänster eller ej. I empirin ställs frågor baserade på vad teorin menar är risker och möjligheter med de båda koncepten. Här redovisas också de svar författarna erhållit från respondenterna.</p><p>Då det gäller att jämföra de båda koncepten är slutsatsen att det kan göras på två olika sätt. Delvis genom att jämföra riskerna och möjligheterna och dels genom att jämföra strukturen på de olika koncepten. Studiens slutsats är att riskerna och möjligheterna med de båda koncepten liknar varandra och flertalet av de identifierade är helt identiska.</p>

In diesem Beitrag lesen Sie: • welche Ziele Modellierungstools haben können, • welche Objekte und Elemente generell abgebildet werden können, • welche unterschiedlichen Einsatzgebiete diese Tools haben können.

Denna studie behandlar de två koncepten outsourcing och business process outsourcing samt möjligheter och risker med nämnda koncept. Genom studier av ämnena business process outsourcing samt traditionell outsourcing har författarna påträffat sådan information som indikerar och tydliggör sådant som i litteraturen uppfattas som centralt då det kommer till möjligheter och risker då med de båda koncepten. Syftet med studien är att beskriva dessa koncept och jämföra dess risker och möjligheter. Någon förförståelse av det studerade området har inte författarna. Med anledning av att leverantörerna av ovanstående tjänster inte haft möjlighet att delge författarna vilka deras kunder är har studien begränsats till skriven litteratur samt leverantörernas uppfattning om risker och möjligheter med dessa tjänster. Studien är utformad dels med en deduktiv metod vilket inneburit litteraturstudier, samt med en kvalitativ metod som inneburit tre djupintervjuer. Genom att studera outsourcing- och BPO-branschen har författarna kommit fram till tre respondenter vilka anses representativa och väl anpassade för studien, då dessa levererar båda ovan nämnda former av tjänster. Arbetets teoridel är strukturerad på ett tydligt sätt som belyser risker och möjligheter med de båda koncepten, samt en kortare förklaring av faktorer som påverkar valet om att köpa in dessa tjänster eller ej. I empirin ställs frågor baserade på vad teorin menar är risker och möjligheter med de båda koncepten. Här redovisas också de svar författarna erhållit från respondenterna. Då det gäller att jämföra de båda koncepten är slutsatsen att det kan göras på två olika sätt. Delvis genom att jämföra riskerna och möjligheterna och dels genom att jämföra strukturen på de olika koncepten. Studiens slutsats är att riskerna och möjligheterna med de båda koncepten liknar varandra och flertalet av de identifierade är helt identiska.

Metadata is an important part of any Spatial Data Infrastructure (SDI). Without proper and sufficient documentation of spatial data, resources are lost when pre-existing data has to be recreated or if data sets overlap. At the same time, creating and updating metadata can be a resource intensive task. Lantmäteriet seeks to optimize the creation and updating of metadata according to the new INSPIRE directive, as well as the Swedish National Geodata Strategy. INSPIRE (Infrastructure for Spatial Information in Europe) seeks to increase cooperation between nations in Europe through harmonization of certain spatial data themes, increased data and software interoperability, as well as the creation of a European spatial data infrastructure.  INSPIRE lays the judicial foundation for this European cooperation. Sweden has been involved with INSPIRE since May 15th 2009. This thesis is aimed at developing the most optimal business process model for how the Swedish Mapping, Cadastral, and Land Registration Authority (Lantmäteriet) can create and update metadata according to the new INSPIRE directive based on best practice case studies and extensive literature review. The European Commission (EC) INSPIRE directive will be fully implemented in 2010. Furthermore, a survey of current metadata practices has been carried out to establish a starting off point for metadata creation at Lantmäteriet as well as a best practice business process model using ArcGIS Desktop.