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Evaluating Automated Work-Flow Systems for Administrative Processes

Author

Listed:
  • Lawrence O. Levine

    (Pacific Northwest Laboratory, Battelle Boulevard, Richland, Washington 99352)

  • Steven S. Aurand

    (CIM Systems Research Center, MS-5106, Arizona State University, Tempe, Arizona 85287-5106)

Abstract

Electronic imaging (scanning and digitizing documents for computer storage) is used in “work-flow automation,” in which business documents are indexed into an electronic database, electronically routed, and monitored as they proceed through processing. We developed a discrete event simulation model, using the SIMAN computer simulation language, to evaluate the impact of employing work-flow automation to support the processing of travel and expense reports at the Pacific Northwest Laboratory. Our analysis showed that other changes would affect the performance of the process more favorably and that the processing office depended on external systems to achieve better customer service.

Suggested Citation

  • Lawrence O. Levine & Steven S. Aurand, 1994. "Evaluating Automated Work-Flow Systems for Administrative Processes," Interfaces, INFORMS, vol. 24(5), pages 141-151, October.
    • Handle: RePEc:inm:orinte:v:24:y:1994:i:5:p:141-151
    DOI: 10.1287/inte.24.5.141
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    Citations

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    Cited by:

    1. Akhil Kumar & J. Leon Zhao, 1999. "Dynamic Routing and Operational Controls in Workflow Management Systems," Management Science, INFORMS, vol. 45(2), pages 253-272, February.
    2. Davies, M.N., 1997. "A generic model for simulating office process flows," European Journal of Operational Research, Elsevier, vol. 99(2), pages 267-277, June.
    3. Volkner, Peer & Werners, Brigitte, 2000. "A decision support system for business process planning," European Journal of Operational Research, Elsevier, vol. 125(3), pages 633-647, September.

    More about this item

    Keywords

    simulation: applications;

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