Root Cause Analysis in Business Processes
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 control flow and uses the respective model barely as a reference for brain-storming about improvement opportunities. This approach heavily relies on the intuition of the participants and misses a clear description of steps to identify root causes of problems. In contrast to that, this paper introduces a systematic methodology to detect and document the quality dimension of a business process. It builds on the definition of softgoals for each process activity, of correlations between softgoals, and metrics to measure the occurrence of quality issues. In this regard our contribution is a foundation of root-cause analysis in business process modeling, and a conceptual integration of goal-based and activity-based approaches to capturing processes.
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|Item Type:||Journal Article|
|Keywords:||business process modeling, goal modeling, root cause analysis|
|Subjects:||Australian and New Zealand Standard Research Classification > INFORMATION AND COMPUTING SCIENCES (080000) > INFORMATION SYSTEMS (080600) > Conceptual Modelling (080603)|
|Divisions:||Past > QUT Faculties & Divisions > Faculty of Science and Technology|
|Copyright Owner:||Copyright 2008 (The authors)|
|Deposited On:||16 May 2008|
|Last Modified:||09 Jun 2010 22:59|
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