Percepció, folyamat és entrópia, azaz szolgáltatási folyamatok BPA elmélete

The main aim of this article is to give the theoretical foundations for improving service processes based on user’s perceptions. In the previous researches of LOST research team the need of interpretation and definition of key concepts and terms have been raised and became a very important task in order to coordinate the research. Tis issue is covered in the first chapter of this paper followed by the analysis of the theoretical background of the internal uncertainty of business processes. Once this determination has been done it also become possible to establish an effective perceptional uncertainty concept to improve the effectiveness of a process without changing it physically. Another important aim of this paper is to theoretically identify entropy – the inner uncertainty – flow on a fluid flow of a service process. Can it cause an entropy domino effect?