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A positive deviance approach to eliminate wastes in business processes: The case of a public organization

Resource type
Author/contributor
Title
A positive deviance approach to eliminate wastes in business processes: The case of a public organization
Abstract
The building permits process is a process that commonly within Europe is a municipal responsibility. It is a rather complex process because it comprises hundreds of activities, in a great variety of sequences. In 2015, five Dutch municipalities opened their data for the Business Process Intelligence Challenge (BPIC), hoping to get evidence-based insights about their process. One important issue concerns the outsourcing of some of the activities. This work tries to support this critical outsourcing decision. Following the positive deviance paradigm that suggests that positive deviant cases could act as best practices, we apply process analytics to check two hypotheses: If process flows differ within the categories (positive, normal) of cases, and if flow differences can actually recommend which activities should be outsourced. Initial results suggest that our methodology can provide valuable decision support, yet current work is limited to performance-wise elements.
Publication
Industrial Management & Data Systems
Volume
117
Issue
7
Date
April 2017
Citation
Delias, P. (2017). A positive deviance approach to eliminate wastes in business processes: The case of a public organization. Industrial Management & Data Systems, 117(7). https://www.researchgate.net/publication/315790981_A_positive_deviance_approach_to_eliminate_wastes_in_business_processes_The_case_of_a_public_organization