与经营业绩相关的业务流程管理
Exceptions in Business Processes in Relation to Operational Performance
摘要：
业务流程模型描述了组织中的工作方式。通常，业务流程模型区分正常工作流和正常工作流的异常。然而，它们往往呈现出一种理想化的观点。这意味着在实践中也可能发生意外的异常（业务流程模型中未建模的异常）。这对组织的效率产生了影响，因为信息系统的开发不是为了处理意外的例外情况。本文研究了异常的发生与操作性能之间的关系。它通过分析来自五个组织的业务流程的执行日志，将执行路径分类为正常或异常。随后，分析了正常路径和异常路径之间的差异。结果表明，异常与更长的吞吐量时间方面的更差的操作性能和意外的异常涉及到一个更强的吞吐量时间比预期的异常增加。
英文摘要：
Business process models describe the way of working in an organization. Typically, business process models distinguish between the normal flow of work and exceptions to that normal flow. However, they often present an idealized view. This means that unexpected exceptions - exceptions that are not modelled in the business process model - can also occur in practice. This has an effect on the efficiency of the organization, because information systems are not developed to handle unexpected exceptions. This paper studies the relation between the occurrence of exceptions and operational performance. It does this by analyzing the execution logs of business processes from five organizations, classifying execution paths as normal or exceptional. Subsequently, it analyzes the differences between normal and exceptional paths. The results show that exceptions are related to worse operational performance in terms of a longer throughput time and that unexpected exceptions relate to a stronger increase in throughput time than expected exceptions.
机构、总结、中文摘要均由AI分析而来，可能存在错误，请以论文正文为准。
