文章基本信息

标题：Business process improvement by means of Big Data based Decision Support Systems: a case study on Call Centers
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作者：Alejandro Vera-Baquero ; Ricardo Colomo-Palacios ; Owen Molloy 等
期刊名称：International Journal of Information Systems and Project Management
印刷版ISSN：2182-7796
电子版ISSN：2182-7788
出版年度：2015
卷号：3
期号：1
DOI：10.12821/ijispm030101
出版社：SciKA
摘要：Big Data is a rapidly evolving and maturing field which places significant data storage and processing power at our disposal. To take advantage of this power, we need to create new means o f collecting and processing large volumes o f data at high speed. Mean while, as companies and organizations, such as health services, realize the importance and value of "joined-up thinking" across supply chains and healthcare pathways, for example, this creates a demand for a new type o f approach to Business Activity Monitoring and Management. This new approach requires Big Data solutions to cope with the vo lume and speed of transactions across global supply chains. In this pap er we describe a methodology and framework to leverage Big Data and Analytics to deliver a Decision Support framework to support Business Process Improvement, using near real-time process analytics in a decision-support environment. The system supports the capture and analysis of hierarchical process data, allowing analysis to take place at different organizatio nal and process levels. Individual business units can perform their own process monitoring. An event-correlation mechanism is built into the system, allowing the monitoring of individual process instances or paths
关键词：business process improvement; Big Data; Decision Support Systems; p rocesses