This paper presents the case study of BT Italy, which has implemented a performance dashboard to monitor business processes to deliver customer services. Top Management had a punctual view of the business processes, performance, such as Order Acquisition, Order delivery. Nevertheless, it wanted to enhance the end-to-end view to take actions improving the customer experience and reducing the lea...

The execution of business processes generates a lot of data representing happenings (also called events) that may be utilized for process monitoring and analysis. This, however, is not supported by typical Business Process Management Systems (BPMSs). Especially, in manual executing business process environments, i.e., not driven by a BPMS, the correlation of events to processes for monitoring a...

Control charts are effective tools for signal detection in both manufacturing processes and service processes. Much of the data in service industries comes from processes having nonnormal or unknown distributions. The commonly used Shewhart variable control charts, which depend heavily on the normality assumption, are not appropriately used here. We propose a new variance control chart based on...

The old focus on using automation was simply to increase productivity and reduce costs. Today, global competition is forcing manufacturers not only to contain costs but also to improve quality of products and processes. Thus, the purpose of automation has shifted to broader issues. Highly automated processes ensure high quality on a constant level. But, increasing the degree of automation also ...