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Evaluation of Generic Process Design Patterns: An Experimental Study

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Business Process Management

Part of the book series: Lecture Notes in Computer Science ((LNCS,volume 1806))

Abstract

In this chapter we present a framework for evaluating generic process design patterns. This framework is developed and tested for call center organizations as one specific application domain at first but will be modified for other domains in the future. As starting point we briefly examine available contributions from organizational theory and operations research which are applicable for evaluating generic process design patterns. Based on this we will identify the most relevant process patterns in our application domain and work out relevant performance criteria. In the second part of the chapter the evaluation framework will be tested within an experimental study. Thereby we compare different process partitioning strategies as typical design patterns in call centers. Our analysis will provide insight to the question under which circumstances a specific design pattern is preferable towards another.

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Author information

Authors and Affiliations

  1. Department of Information Systems (BWL VII), University of Bayreuth, Bayreuth

    Michael Zapf & Armin Heinzl

Authors
  1. Michael Zapf
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  2. Armin Heinzl
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Editor information

Editors and Affiliations

  1. Faculty of Technology and Management, Department of Information and Technology, Eindhoven University of Technology, P.O. Box 513, 5600 MB, Eindhoven, The Netherlands

    Wil van der Aalst

  2. Mathematisch-Geographische Fakultät, Lehrstuhl für Angewandte Informatik, Katholische Universität Eichstätt, Ostenstraße 28, 85072, Eichstätt, Germany

    Jörg Desel

  3. Institut für Wirtschaftsinformatik, Lehrstuhl für Wirtschaftsinformatik II, J.W. Goethe-Universität Frankfurt am Main, Postfach 111932, 60054, Frankfurt am Main, Germany

    Andreas Oberweis

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© 2000 Springer-Verlag Berlin Heidelberg

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Zapf, M., Heinzl, A. (2000). Evaluation of Generic Process Design Patterns: An Experimental Study. In: van der Aalst, W., Desel, J., Oberweis, A. (eds) Business Process Management. Lecture Notes in Computer Science, vol 1806. Springer, Berlin, Heidelberg. https://doi.org/10.1007/3-540-45594-9_6

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  • DOI: https://doi.org/10.1007/3-540-45594-9_6

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  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-540-67454-2

  • Online ISBN: 978-3-540-45594-3

  • eBook Packages: Springer Book Archive

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