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Completing the Loops

Author

Listed:
  • Peter J. Denning

    (Computer Science Department, George Mason University, Fairfax, Virginia 22030)

  • Raül Medina-Mora

    (Action Technologies, Inc., 1301 Marina Village Parkway, Alameda, California 94501)

Abstract

Total quality management (TQM) and business process reengineering (BPR) have emerged as important practices but not yet as a discipline. A methodology for mapping, measuring, tracking, and managing commitments in business processes is necessary to make a discipline from TQM and BPR. An organization’s network of commitments can be depicted as a map of interconnected work-flow loops. That map can be used as a guide to design work processes and their supporting information technologies, manage commitments to completion with customer satisfaction, and measure productivity. A study of a complex process, course scheduling, at George Mason University shows how the mapping notation and the method work.

Suggested Citation

  • Peter J. Denning & Raül Medina-Mora, 1995. "Completing the Loops," Interfaces, INFORMS, vol. 25(3), pages 42-57, June.
    • Handle: RePEc:inm:orinte:v:25:y:1995:i:3:p:42-57
    DOI: 10.1287/inte.25.3.42
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    Citations

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    Cited by:

    1. Seidmann, Abraham & Sundararajan, Arun, 1997. "The effects of task and information asymmetry on business process redesign," International Journal of Production Economics, Elsevier, vol. 50(2-3), pages 117-128, June.
    2. van der Poll, F. & Weigand, H. & de Moor, A., 2002. "Communication diagnosis of a financial service process," Other publications TiSEM db72bc68-2bef-48ca-8466-2, Tilburg University, School of Economics and Management.
    3. Weigand, H. & de Moor, A., 2001. "A framework for the normative analysis of workflow loops," Other publications TiSEM 5d0a5422-ecb8-483b-b5a6-2, Tilburg University, School of Economics and Management.
    4. Weigand, H., 2009. "Using communication norms in socio-technical systems," Other publications TiSEM 109f7cd8-0dd3-45e2-9060-c, Tilburg University, School of Economics and Management.
    5. Atanu Lahiri & Abraham Seidmann, 2012. "Information Hang-overs in Healthcare Service Systems," Manufacturing & Service Operations Management, INFORMS, vol. 14(4), pages 634-653, October.
    6. Mazur-Małek Marta, 2020. "Process Management: the Case of the Foreign and Commonwealth Office," Journal of Intercultural Management, Sciendo, vol. 12(1), pages 58-77, March.

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