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dc.contributor.authorMeierhofer, Jürg-
dc.contributor.authorSteiner, Albert-
dc.date.accessioned2018-12-20T09:20:11Z-
dc.date.available2018-12-20T09:20:11Z-
dc.date.issued2004-
dc.identifier.isbn9782839900560de_CH
dc.identifier.urihttps://digitalcollection.zhaw.ch/handle/11475/14047-
dc.description.abstractThis 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.de_CH
dc.language.isoende_CH
dc.publisherFHNW Fachhochschule Nordwestschweizde_CH
dc.rightsLicence according to publishing contractde_CH
dc.subjectOutsourcingde_CH
dc.subjectCapacity planningde_CH
dc.subjectProcess optimizationde_CH
dc.subject.ddc658.5: Produktionssteuerungde_CH
dc.titleQuantitative assessment and capacity planning of business processes in the service sectorde_CH
dc.typeKonferenz: Paperde_CH
dcterms.typeTextde_CH
zhaw.departementSchool of Engineeringde_CH
zhaw.organisationalunitInstitut für Datenanalyse und Prozessdesign (IDP)de_CH
zhaw.publisher.placeBruggde_CH
zhaw.conference.detailsIPLnet 2004 Workshop, Automation and logistics for manufacturing in Switzerland, Murten, 7-8 September 2004de_CH
zhaw.funding.euNode_CH
zhaw.originated.zhawYesde_CH
zhaw.publication.statuspublishedVersionde_CH
zhaw.publication.reviewNot specifiedde_CH
zhaw.title.proceedingsAutomation and logistics for manufacturing in Switzerlandde_CH
Appears in collections:Publikationen School of Engineering

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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.


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