Zusammenfassung
Die Bedeutung von Flexibilität im Allgemeinen wie auch von Prozessflexibilität im Speziellen nimmt kontinuierlich zu, da sie versprechen, mit steigender Nachfragevielfalt und -unsicherheit umgehen zu können. In den letzten Jahren haben die Prozessmanagement- sowie die Produktions- und Operations- Management-Community zahlreiche Ansätze vorgeschlagen, um den Wertbeitrag von Prozessflexibilität zu untersuchen und herauszufinden, wie sich ein angemessener Prozessflexibilitätsgrad bestimmen lässt. Die meisten dieser Ansätze sind jedoch recht restriktiv, was ihren Anwendungsbereich anbelangt, und vernachlässigen Eigenschaften der untersuchten Prozesse und deren Outputs, die über Nachfrage und Kapazität hinausgehen. Zudem wird Prozessflexibilität nur selten einer umfassenden betriebswirtschaftlichen Analyse unterzogen. Die Autoren schlagen daher ein Optimierungsmodell vor, mit dessen Hilfe sich ein angemessener Prozessflexibilitätsgrad im Einklang mit den Prinzipien der wertorientierten Unternehmensführung ermitteln lässt. Das Modell berücksichtigt Nachfrageunsicherheit, Nachfragevielfalt, Kritikalität und Ähnlichkeit als Prozesseigenschaften. Sie berichten zudem über Erkenntnisse, die sie bei der Anwendung des Optimierungsmodells auf die Umdeckungsprozesse eines Versicherungsmaklerpools gewonnen haben.
Abstract
Promising to cope with increasing demand variety and uncertainty, flexibility in general and process flexibility in particular are becoming ever more desired corporate capabilities. During the last years, the business process management and the production/operations management communities have proposed numerous approaches that investigate how to valuate and determine an appropriate level of process flexibility. Most of these approaches are very restrictive regarding their application domain, neglect characteristics of the involved processes and outputs other than demand and capacity, and do not conduct a thorough economic analysis of process flexibility. Against this backdrop, the authors propose an optimization model that determines an appropriate level of process flexibility in line with the principles of value-based business process management. The model includes demand uncertainty, variability, criticality, and similarity as process characteristics. The paper also reports on the insights gained from applying the optimization model to the coverage switching processes of an insurance broker pool company.
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This article is also available in English via http://www.springerlink.com and http://www.bise-journal.org: Afflerbach P, Kastner G, Krause F, Röglinger M (2014) The Business Value of Process Flexibility. An Optimization Model and its Application in the Service Sector. Bus Inf Syst Eng. doi: 10.1007/s12599-014-0333-5.
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Afflerbach, P., Kastner, G., Krause, F. et al. Der Wertbeitrag von Prozessflexibilität. Wirtschaftsinf 56, 223–236 (2014). https://doi.org/10.1007/s11576-014-0423-5
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DOI: https://doi.org/10.1007/s11576-014-0423-5