Abstract
Conceptual modeling is an important tool for understanding and revealing weaknesses of business processes. Yet, the current practice in reengineering projects often considers simply the as-is process model as a brain-storming tool. This approach heavily relies on the intuition of the participants and misses a clear description of the quality requirements. Against this background, we identify four generic quality categories of business process quality, and populate them with quality requirements from related research. We refer to the resulting framework as the Quality of Business Process (QoBP) framework. Furthermore, we present the findings from applying the QoBP framework in a case study with a major Australian bank, showing that it helps to systematically fill the white space between as-is and to-be process modeling.
This is a preview of subscription content, log in via an institution.
Buying options
Tax calculation will be finalised at checkout
Purchases are for personal use only
Learn about institutional subscriptionsPreview
Unable to display preview. Download preview PDF.
References
Anupindi, R., Chopra, S., Deshmukh, S., Mieghem, J., Zemel, E.: Managing Business Process Flows. Prentice Hall, Englewood Cliffs (1999)
Grigori, D., Casati, F., Dayal, U., Shan, M.C.: Improving business process quality through exception understanding, prediction, and prevention. In: Apers, P., Atzeni, P., Ceri, S., Paraboschi, S., Ramamohanarao, K., Snodgrass, R. (eds.) VLDB 2001, Proceedings of 27th International Conference on Very Large Data Bases, Roma, Italy, September 11-14, 2001, pp. 159–168. Morgan Kaufmann, San Francisco (2001)
Samuel, K.M., Samuel, K.H.: Operations and Quality Management (1999)
ISO/IEC-9126-1: Software engineering – product quality: Quality model (2001)
Group, W.W.: Qos for web services: Requirements and possible approaches (2003)
Naumann, F., Rolker, C.: Assessment Methods for Information Quality Criteria, Cambridge, MA, USA, pp. 148–162 (2000)
Liu, K., Zhou, S., Yang, H.: Quality metrics of object oriented design for software development and re-development. In: Proceedings of the 1st Asian Pacific Conference on Quality Software, Hong Kong, China, pp. 127–135 (2000)
Lee, Y., Strong, D., Kahn, B., Wang, R.: Aimq: A methodology for information quality assessment. Information and Management 40, 133–146 (2002)
Kahn, B., Strong, D., Wang, R.: Information quality benchmarks: Product and service performance. Communications of the ACM 45, 184–192 (2002)
Aburub, F., Odeh, M., Beeson, I.: Modelling non-functional requirements of business processes. Information and Software Technology 49, 1162–1171 (2007)
Grau, G., Franch, X., Maiden, N.A.M.: Prim: An i*-based process reengineering method for information systems specification. Inf. & Softw. T. 50, 76–100 (2008)
Becker, J., Kugeler, M., Rosemann, M.: Process Management: A Guide for the Design of Business Processes. Springer, Heidelberg (2003)
Argyris, C., Schön, D.: Organizational Learning: A Theory of Action Perspective. Addison-Wesley Reading, Reading (1978)
Ishikawa, K., et al.: What is Total Quality Control? The Japanese Way (1985)
Heravizadeh, M., Mendling, J., Rosemann, M.: Root Cause Analysis in Business Processes. Qut eprint, Queensland University of Technology (2008)
Chung, L., Nixon, B.A.: Dealing with non-functional requirements: Three experimental studies of a process-oriented approach. In: Proceedings of ICSE, pp. 25–37 (1995)
Jureta, I.J., Faulkner, S., Schobbens, P.Y.: A more expressive softgoal conceptualization for quality requirements analysis. In: Embley, D.W., Olivé, A., Ram, S. (eds.) ER 2006. LNCS, vol. 4215, pp. 281–295. Springer, Heidelberg (2006)
Cleland-Huangs, J., Settimi, R., BenKhadra, O., Berezhanskaya, E., Christina, S.: A more expressive softgoal conceptualization for quality requirements analysis. In: Proceedings of ICSE, pp. 362–371 (2005)
Basili, V., Rombach, H.D.: The TAME project: Towards improvement-oriented software environments. IEEE Trans. on Software Engineering 14, 758–773 (1988)
Lamsweerde, A.V.: Goal-oriented requirement engineering: a guided tour. In: Proceedings of RE, pp. 249–63 (2001)
Cysneiros, L.M., do Prado Leite, J.C.S., de Melo Sabat Neto, J.: A framework for integrating non-functional requirements into conceptual models. Requirements Engineering 6, 97–115 (2001)
van der Aalst, W.: Formalization and verification of event-driven process chains. Information and Software Technology 41, 639–650 (1999)
Wang, R., Strong, D.: Beyond accuracy: What data quality means to data consumers. Management Information System 12, 5–33 (1996)
Neves, J., Caetano, A., Vasconcelos, A., Tribolet, J.: Integrating knowledge into business processes. In: Proceedings of ICEIS 2001 (2001)
Caetano, A., Pombinho, J., Tribolet, J.: Representing organizational competencies. In: Proceedings of SAC, pp. 1257–1262 (2007)
Spencer Jr., L.M., Spencer, S.M.: Competence at Work: models for superior performance, 1st edn. John Wiley and Sons, Inc., Chichester (1993)
Sandberg, J.: Understanding human competence at work: An interpretative approach. The Academy of Management Journal 43, 9–25 (2000)
Harzallah, M., Lecrere, M.: CommOnCV: Modelling the Competencies Underlying a Curriculum Vitae. In: Proceedings of SEKE (2002)
Susman, G., Evered, R.: An assessment of the scientific merits of action research. Information Systems Journal 4, 582–603 (1978)
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2009 Springer-Verlag Berlin Heidelberg
About this paper
Cite this paper
Heravizadeh, M., Mendling, J., Rosemann, M. (2009). Dimensions of Business Processes Quality (QoBP). 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_8
Download citation
DOI: https://doi.org/10.1007/978-3-642-00328-8_8
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)