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Detecting Intrinsic Inefficiency on Process Level: Benchmarking of Transactions in Banking

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Business Process Management Workshops (BPM 2008)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 17))

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Abstract

Banks are looking for ways to close their operational performance gap. This paper proposes a new approach for the detection and analysis of process inefficiency. The Benchmarking of Transactions reveals insights concerning the performance of a business process and offers new opportunities for process improvement. The article delivers an overview of the concept as well as the results of an application in a large organization. The benchmarking approach is based on Data Envelopment Analysis. The approach is applied to a prototypical banking process using actual operational data. This real life application documents the large variance in performance found on transaction level and the existence of inefficiency. Furthermore, the pattern of inefficiency differs across the three proposed views of performance. This research raises issues in relation to the process execution performance. The analysis provides deep insights that can be helpful for understanding and improving business processes.

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Author information

Authors and Affiliations

  1. Frankfurt School of Finance & Management / ProcessLab, Sonnemannstraße 9-11, 60314, Frankfurt am Main, Germany

    Andreas Burger & Jürgen Moormann

Authors
  1. Andreas Burger
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  2. Jürgen Moormann
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Editor information

Editors and Affiliations

  1. Dipartimento di Elettronica e Informazione, Politecnico di Milano, Via Golgi 40, 20133, Milano, Italy

    Danilo Ardagna

  2. Dipartimento di Informatica e Sistemistica, Università di Roma “La Sapienza”, Via Salaria 113,, 00198, Roma, Italy

    Massimo Mecella

  3. Department of Computing, Macquarie University, 2109, Sydney, NSW, Australia

    Jian Yang

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Burger, A., Moormann, J. (2009). Detecting Intrinsic Inefficiency on Process Level: Benchmarking of Transactions in Banking. In: Ardagna, D., Mecella, M., Yang, J. (eds) Business Process Management Workshops. BPM 2008. Lecture Notes in Business Information Processing, vol 17. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-00328-8_14

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  • DOI: https://doi.org/10.1007/978-3-642-00328-8_14

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-00327-1

  • Online ISBN: 978-3-642-00328-8

  • eBook Packages: Computer ScienceComputer Science (R0)

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