In the first part of the diploma thesis is described the relevant theory of the Business Process Management which is fundamental background for the practical second part of the thesis. The theoretic part contains of a general description of the Business Process Management and a description of the BPM design phases, such as planning, analyzing, designing, and implementing. The second part of the diploma thesis focuses on the design of the Business Process Management in GfK Praha, s.r.o. First the company is introduced globally as well as locally. Afterwards the local branch is analyzed by real data and especially by many structural interviews with GfK employees. Most importantly, based on the workshops with the cooperative employees, there are designed new processes into the connected process maps.

Yes / Introduction: This paper demonstrates the practical application of process mapping principles as a model for evaluating NHS improvement. The NHS improvement in question was the merger of three crisis resolution teams within an NHS trust in 2012. The aims were to improve overall operational efficiency and enhance multidisciplinary working to meet operational targets. This paper examined changes following the merger to capture the effects of service improvement and the reality of the patient journey. Methods: A pooled cross-sectional approach, using six years of aggregated hospital data, was taken. To achieve operational efficiency, a process map of referrals, readmissions, length of stay and waiting times for crisis resolution team assessments was examined. Prevalence of clinical referral rates and disease classification before and after the merger were compared. Conclusion: Between 1 April 2009 and 30 March 2015, length of stay and readmissions for patients to crisis resolution team rates reduced. Operational sustainability and capacity was enhanced through the redistribution of clinical human resources. Multidisciplinary skill mix (e.g. through improved team composition) also improved.

Business Process Management (BPM) is often adopted by organizations as a method to increase awareness and knowledge of their business processes. Business process modeling is used as a method to represent business processes in form of business process models. The number of organizations adopting BPM is quickly increasing. By this means, so is the number of business process models as result of a BPM initiative. Within a single organization the number of business process models often ranges from hundreds to even thousands. In order to handle such large amount of business process models, organizations structure them by the help of a process architecture. It includes a process map, which is considered as the top-most view of the process architecture where the organization's business processes and the relations between them are visually and abstractly depicted. The details of each business process shown on the process map are stored in the lower levels of the corresponding process architecture. The purpose of a process map is to provide an overview of how an organization operates as a whole without necessarily going into the process details. Therefore, the design of a process map is vital not only for the understanding of the company's processes, but also for the subsequent detailed process modeling. This is primarily because, a process map is often the result of the process identification phase of the BPM lifecycle, and is used as a foundation for the subsequent phases, where the detailed process modeling and process improvement takes place. Despite their importance, the design of process maps is still more art than science, essentially because there is no standardized modeling language available for process map design. As a result, we are faced with a high heterogeneity of process map designs from practice, although they all serve a similar purpose. This has accordingly been our main motivation for pursuing the research presented in this thesis. The research question for this thesis is the following: How to effectively model processes on an abstract level? In this thesis, we document the development of a language for designing process maps. In particular, we provide the following contributions. First, we present a holistic reference BPM framework. It is a consolidation of procedural frameworks introduced by prominent BPM researchers. The framework includes eleven BPM elements, each holding activities organizations need to consider when adopting BPM. Second, we provide a method for assessing cognitive effectiveness of process maps used in practice. For this, we follow the nine principles for cognitively effective visual notations introduced by Moody cite{moody2012physics}. In addition, we employ the cognitive fit theory to check whether the design of process maps has an effect on the BPM success in the respective organization. Second, we conduct a systematic literature review on the quality of modeling languages and models. We use the quality requirements we found as basis for developing the language for designing process maps. Third, we define the abstract syntax, semantics, and concrete syntax of the language for process maps. We follow an explorative method, hence we rely on empirical data for the language development. Accordingly, we reuse symbols in our language which have already been used in practice as part of process maps. We follow this approach in order to ensure the language will consist of elements already familiar to organizations. We evaluate the language by means of an experiment, in which we assess the effectiveness and efficiency of process maps designed using elements from our language against process maps that have not been designed using our language. Last, this thesis provides a method for testing the suitability of existing languages for specific purposes. (author's abstract)

In this work, melt pool size in process mapped in power-velocity space for multiple processes and alloys. In the electron beam wire feed and laser powder feed processes, melt pool dimensions are then related to microstructure in the Ti-6Al-4V alloy. In the electron beam wire feed process, work by previous authors that related prior beta grain size to melt pool area is extended and a control scheme is suggested. In the laser powder feed process, in situ thermal imaging is used to monitor melt pool length. Real time melt pool length measurements are used in feedback control to manipulate the resulting microstructure. In laser and electron beam direct metal additive manufacturing, characteristics of the individual melt pool and the resulting final parts are a product of a variety of process parameters. Laser or electron beam spot size is an important input parameter that can affect the size and shape of a melt pool, and has a direct influence on the formation of lack-of-fusion and keyholing porosity. In this work, models are developed to gain a better understanding of the effects of spot size across different alloys and processes. Models are validated through experiments that also span multiple processes and alloys. Methods to expand the usable processing space are demonstrated in the ProX 200 laser powder bed fusion process. In depth knowledge of process parameters can reduce the occurrence of porosity and flaws throughout processing space and allow for the increased use of non-standard parameter sets. Knowledge of the effects of spot size and other process parameters can enable an operator to expand the usable processing space while avoiding the formation of some types of flaws. Based on simulation and experimental results, regions where potential problems may occur are identified and process parameter based solutions are suggested. Methods to expand the usable processing space are demonstrated in the ProX 200 laser powder bed fusion process. In depth knowledge of process parameters can reduce the occurrence of porosity and flaws throughout processing space and allow for the increased use of non-standard parameter sets.

A MAP/PH/1 queue is a queue having a Markov arrival process (MAP), and a single server with phase-type (PH -type) distributed service time. This thesis considers the departure process from these type of queues. We use matrix analytic methods, the Jordan canonical form of matrices, non-linear filtering and approximation techniques. The departure process of a queue is important in the analysis of networks of queues, as it may be the arrival process to another queue in the network. If a simple description were to exist for a departure process, the analysis of at least feed-forward networks of these queues would then be analytically tractable. Chapter 1 is an introduction to some of the literature and ideas surrounding the departure process from MAP/PH/1 queues. Chapter 2 sets up the basic notation and establishes some results which are used throughout the thesis. It contains a preliminary consideration of PH -type distributions, PH -renewal processes, MAP s, MAP/PH/1 queues, non-linear filtering and the Jordan canonical form. Chapter 3 is an expansion of "The Output process of an MMPP/M/1 queue", where the question of whether a MAP description can exist for the departure process of a non-trivial MAP/M/1 queue is considered. In a 1994 paper, Olivier and Walrand conjectured that the departure process of a MAP/PH/1 queue is not a MAP unless the queue is a stationary M/M/1 queue. This conjecture was prompted by their claim that the departure process of an MMPP/M/1 queue is not MAP unless the queue is a stationary M/M/1 queue. We show that their proof has an algebraic error, which leaves open the above question of whether the departure process of an MMPP/PH/1 queue is a MAP or not. In Chapter 4, the more fundamental problem of identifying stationary M/M/1 queues in the class of MAP/PH/1 queues is considered. It is essential to be able to determine from its generator when a stationary MAP is a Poisson process. This does not appear to have been discussed in the literature prior to the author's paper, where this deficiency was remedied using ideas from non-linear filtering theory, to give a characterisation as to when a stationary MAP is a Poisson process. Chapter 4 expands upon "When is a MAP Poisson". This investigation of higher order representations of the Poisson process is motivated by first considering when a higher order PH -type distribution is just negative exponential. In Chapter 5, we consider the related question of minimal order representations for PH -type distributions, an issue which has attracted much interest in the literature. A discussion of other authors' ideas is given and these ideas are then inter-related to the work presented in Chapter 4 on the PH -type distributions. The MAP/M/1 queue is then considered in Chapter 6 from the perspective of whether having an exact level and phase independent stationary distribution of the geometric form [Formula - Not available: see pdf version of the abstract] implies that the MAP is Poisson. The answer is in the affirmative for this question, but the converse is not strictly true. Apart from showing the ubiquitous asymptotic form of level and phase independence exhibited by all stable MAP/M/1 queues, we prove that a very large class of stable queues, exhibits what we have termed shift-one level and phase independence. Stable MAP/M/1 queues exhibiting shift-one level and phase independence, are characterised by a stationary distribution of the following form: [Formula - Not Available: see pdf version of the abstract] In Chapter 7, a family of approximations is proposed for the output process of a stationary MAP/PH/1 queue. To check the viability of these approximations, they are used as input to another single server queue. Performance measures for the second server are obtained analytically in both the tandem and approximation cases, thus eliminating the need for simulation to compare results. Comparison of these approximations is also made against other approximation methods in the literature. In Chapter 8, we show that our approximations from Chapter 7 have the property of exactly matching the inter-departure time distribution. Our kth approximation also accurately captures the first k-1 lag-correlation coefficients of the stationary departure process. The proofs of this direct association between lag-correlation coefficients and the level of complexity k are given. / Thesis (Ph.D.)--School of Applied Mathematics, 1999.

Social entrepreneurship is given considerable attention within literature and academic research despite that fact it is an area that needs considerable attention and research. The main purpose for societal entrepreneurs is to create societal value but there can be difficulties to understand value creation within the area. Important components within Total Quality Management (TQM) are process orientation and value creation. A TQM perspective with processes in focus provides opportunities to clarify societal value creation within societal entrepreneurship initiatives. The main purpose of this thesis has been to explore how societal value is created within the area of societal entrepreneurship and the underlying purpose has been to contribute to the development of knowledge and understanding about the societal entrepreneurship area. In order to fulfil the purpose one literature case study and three empirical case studies have been conducted with processes in focus. The literature case study was conducted first and it resulted in a theoretical process map based on a process perspective, which showed how societal value was created within a societal entrepreneurship initiative. After that the three empirical case studies were conducted separately and the findings from the empirical case studies were compared with the previously developed theoretical process map. A cross case analysis was made to find out if the process map could be confirmed, developed or rejected. The result of the case studies contributes to earlier findings within research and gives a common, comprehensive and simplified picture of a complex phenomenon and an opportunity to understand how societal value is created. A general overall process map is presented that gives a picture of how value is created within the area of societal entrepreneurship. The result shows the management process and support process fields. The map also shows a main process that is further developed with input, output and sub processes. The studies point out that societal value is created through processes and that societal value creation can be described out of a process orientation perspective. Important components to create societal value have been found to be: 'unidentified needs'; 'knowledge about the context'; 'identified need'; 'an idea or a vision'; and some kind of 'organization' and important activities to create value seem to be: 'being in the context'; 'analysis of knowledge'; 'searching for solution'; 'organize and mobilize'; and 'realize'. Fields where support processes are performed that are of importance in societal value creation have been identified. Those fields are 'creation of financing opportunities'; 'performance of political decisions and acts'; 'development and use of networks'; 'establishment of initiative'; 'creation of media information'; 'development and use of scientific results'; and 'development and use of competence'. The map does have potential for development. Further studies need to be done within the area concerning how societal value is created and to get an even more comprehensive process map of the societal entrepreneurship area but the result presented in this thesis is a start to understanding how societal value is created and to develop knowledge and understanding of the societal entrepreneurship area.

A MAP/PH/1 queue is a queue having a Markov arrival process (MAP), and a single server with phase-type (PH -type) distributed service time. This thesis considers the departure process from these type of queues. We use matrix analytic methods, the Jordan canonical form of matrices, non-linear filtering and approximation techniques. The departure process of a queue is important in the analysis of networks of queues, as it may be the arrival process to another queue in the network. If a simple description were to exist for a departure process, the analysis of at least feed-forward networks of these queues would then be analytically tractable. Chapter 1 is an introduction to some of the literature and ideas surrounding the departure process from MAP/PH/1 queues. Chapter 2 sets up the basic notation and establishes some results which are used throughout the thesis. It contains a preliminary consideration of PH -type distributions, PH -renewal processes, MAP s, MAP/PH/1 queues, non-linear filtering and the Jordan canonical form. Chapter 3 is an expansion of "The Output process of an MMPP/M/1 queue", where the question of whether a MAP description can exist for the departure process of a non-trivial MAP/M/1 queue is considered. In a 1994 paper, Olivier and Walrand conjectured that the departure process of a MAP/PH/1 queue is not a MAP unless the queue is a stationary M/M/1 queue. This conjecture was prompted by their claim that the departure process of an MMPP/M/1 queue is not MAP unless the queue is a stationary M/M/1 queue. We show that their proof has an algebraic error, which leaves open the above question of whether the departure process of an MMPP/PH/1 queue is a MAP or not. In Chapter 4, the more fundamental problem of identifying stationary M/M/1 queues in the class of MAP/PH/1 queues is considered. It is essential to be able to determine from its generator when a stationary MAP is a Poisson process. This does not appear to have been discussed in the literature prior to the author's paper, where this deficiency was remedied using ideas from non-linear filtering theory, to give a characterisation as to when a stationary MAP is a Poisson process. Chapter 4 expands upon "When is a MAP Poisson". This investigation of higher order representations of the Poisson process is motivated by first considering when a higher order PH -type distribution is just negative exponential. In Chapter 5, we consider the related question of minimal order representations for PH -type distributions, an issue which has attracted much interest in the literature. A discussion of other authors' ideas is given and these ideas are then inter-related to the work presented in Chapter 4 on the PH -type distributions. The MAP/M/1 queue is then considered in Chapter 6 from the perspective of whether having an exact level and phase independent stationary distribution of the geometric form [Formula - Not available: see pdf version of the abstract] implies that the MAP is Poisson. The answer is in the affirmative for this question, but the converse is not strictly true. Apart from showing the ubiquitous asymptotic form of level and phase independence exhibited by all stable MAP/M/1 queues, we prove that a very large class of stable queues, exhibits what we have termed shift-one level and phase independence. Stable MAP/M/1 queues exhibiting shift-one level and phase independence, are characterised by a stationary distribution of the following form: [Formula - Not Available: see pdf version of the abstract] In Chapter 7, a family of approximations is proposed for the output process of a stationary MAP/PH/1 queue. To check the viability of these approximations, they are used as input to another single server queue. Performance measures for the second server are obtained analytically in both the tandem and approximation cases, thus eliminating the need for simulation to compare results. Comparison of these approximations is also made against other approximation methods in the literature. In Chapter 8, we show that our approximations from Chapter 7 have the property of exactly matching the inter-departure time distribution. Our kth approximation also accurately captures the first k-1 lag-correlation coefficients of the stationary departure process. The proofs of this direct association between lag-correlation coefficients and the level of complexity k are given. / Thesis (Ph.D.)--School of Applied Mathematics, 1999.

The goal of my thesis was to describe the processes in the chosen company. The goal was also to analyze one of the processes, specify its phases and suggest its change that would make the process more efficient for the customer and for the company. The analytical section was concerned with analyzing the processes and better specifying the chosen process and its problems. The synthetic section refers to the suggestion of new process structure, so that the chosen process better satisfies the customer and the company. The change was based on adding two new processes, identifying the possibility of production in the Production Department and identifying the possibility of assuring the material sources in the Purchasing Department. The change of the process was realized and the managers of interested Departments found it better than the ``old process{\crqq}.

The graduation theses deals with producing the draft for optimalisation options in Slovak Railway Company. The theses in theoretical part defines chosen basic requirements of Quality Management,defines the notions as customer satisfaction, measurement of quality, process management and improvement. It outlines the options for optimalisation bases of customer processes, that are determination, precise analysis and formulation of measurable criteria and finally proposes the optimalisation.The theses is connected with the results of questioning in bachelor theses.

Diploma thesis deal with analysis of choice aspects of CRM system implementation in the company. There is demonstrated difference of order process workflow between and after implementation of CRM system. Profitability of contract is identified by statutive margin of profit.