Process Quality Monitoring and Optimization: A Case Study for a Smart City Health Domain1

摘要: The quality of Information Technology (IT) solutions can be measured on several levels, among them focusing on data, software, as well as finally–the human user. Since IT solutions are one of the essential elements used in actual business or production processes, the quality of the business process and its validation is one of the important high-level quality assessments. There have been many attempts to measure or quantify the quality of business processes, respectively their models. However, a general, an overview has not been provided of the combination of several possible approaches. In this paper, a few, seemingly different approaches from different fields/domains are joined together, analysing the same process, providing a framework and insight for business process quality evaluation, analysis and improvement. The included methods are modelling, definition of key performance indicators, risk and waste assessment, root cause analysis and simulation. The process of quality-oriented validation and optimization is demonstrated on a case study from the field of Smart City Health Domain, presenting the transformation of the blood donation process from the AS-IS to the TO-BE process. From the listed methods, simulation provided the most quantifiable benefits, although descriptive analysis provided guidance as to which process elements should be addressed to achieve the most optimal final status.