| Publication type: | Conference paper |
| Type of review: | Not specified |
| Title: | Quantitative assessment and capacity planning of business processes in the service sector |
| Authors: | Meierhofer, Jürg Steiner, Albert |
| Proceedings: | Automation and logistics for manufacturing in Switzerland |
| Conference details: | IPLnet 2004 Workshop, Automation and logistics for manufacturing in Switzerland, Murten, 7-8 September 2004 |
| Issue Date: | 2004 |
| Publisher / Ed. Institution: | FHNW Fachhochschule Nordwestschweiz |
| Publisher / Ed. Institution: | Brugg |
| ISBN: | 9782839900560 |
| Language: | English |
| Subjects: | Outsourcing; Capacity planning; Process optimization |
| Subject (DDC): | 658.5: Production management |
| Abstract: | This paper presents a framework for the quantitative assessment and optimization of business processes in the service sector. This topic gets increasing attention and importance on the background of the numerous outsourcing projects, which allow large organizations to concentrate on their core competences by delegating non core processes to external insourcers. We describe why it is of utmost importance for the insourcer to evaluate the business process in a quantitative way in order to reduce its business risk. We develop a capacity model that provides a first insight on the basis of load factors with very little computation effort. Next, we describe the development of a simulation model that is able to capture the dynamical aspects like delay fluctuations. An overtime model is elaborated which allows to level out the phases of peak load. The simulation model provides the number of daily overtime hours that the employees of the individual functional groups need to work. This overtime work can either be done by existing employees or by external freelancers. |
| URI: | https://digitalcollection.zhaw.ch/handle/11475/14047 |
| Fulltext version: | Published version |
| License (according to publishing contract): | Licence according to publishing contract |
| Departement: | School of Engineering |
| Organisational Unit: | Institute of Data Analysis and Process Design (IDP) |
| Appears in collections: | Publikationen School of Engineering |
Files in This Item:
There are no files associated with this item.
Show full item record
Meierhofer, J., & Steiner, A. (2004). Quantitative assessment and capacity planning of business processes in the service sector. Automation and Logistics for Manufacturing in Switzerland.
Meierhofer, J. and Steiner, A. (2004) ‘Quantitative assessment and capacity planning of business processes in the service sector’, in Automation and logistics for manufacturing in Switzerland. Brugg: FHNW Fachhochschule Nordwestschweiz.
J. Meierhofer and A. Steiner, “Quantitative assessment and capacity planning of business processes in the service sector,” in Automation and logistics for manufacturing in Switzerland, 2004.
MEIERHOFER, Jürg und Albert STEINER, 2004. Quantitative assessment and capacity planning of business processes in the service sector. In: Automation and logistics for manufacturing in Switzerland. Conference paper. Brugg: FHNW Fachhochschule Nordwestschweiz. 2004. ISBN 9782839900560
Meierhofer, Jürg, and Albert Steiner. 2004. “Quantitative Assessment and Capacity Planning of Business Processes in the Service Sector.” Conference paper. In Automation and Logistics for Manufacturing in Switzerland. Brugg: FHNW Fachhochschule Nordwestschweiz.
Meierhofer, Jürg, and Albert Steiner. “Quantitative Assessment and Capacity Planning of Business Processes in the Service Sector.” Automation and Logistics for Manufacturing in Switzerland, FHNW Fachhochschule Nordwestschweiz, 2004.
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.