Abstract
This study proposes eight transaction patterns aiming to reduce exceptions causing the executor's "decline" of the initiator's "request" (order). In business organizations, quite a few of these exceptions occur, and quite a lot of time and energy are wasted in coping with such exceptions. Sometimes, the exceptions may also cause a decrease in customer satisfaction due to the deference of the clerks who cope with them. Nonetheless, there seem to have been few useful solution patterns suggested by those working on business process modeling to avoid such exceptions. Hence in this paper, we make an attempt to create transaction patterns to reduce the number of such exceptions. Specifically, eight transaction pattens for avoiding the "decline" of the executor against the "request" (order) of the initiator are theoretically derived from the viewpoint of the relationship between actors who join a transaction, which depends upon the "language action perspective." Moreover, these eight transaction patterns derived are practically verified through application to a certain service company in Japan. The results show that these eight transaction patterns derived are verified by the existence of all eight patterns in the company. Therefore, this also suggests that the "language action perspective" can be used as a solution to solve the defect of business process flexibility, which is too complicated to understand when described in the context of comprehensive business processes in an enterprise.
| Original language | English |
|---|---|
| Pages (from-to) | 187-194 |
| Number of pages | 8 |
| Journal | Journal of Japan Industrial Management Association |
| Volume | 64 |
| Issue number | 2 |
| Publication status | Published - 2013 |
| Externally published | Yes |
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Keywords
- Business process re-designs
- Decline
- DEMO
- Exceptions
- Patterns for reduction
ASJC Scopus subject areas
- Industrial and Manufacturing Engineering
- Applied Mathematics
- Management Science and Operations Research
- Strategy and Management
Cite this
A study of transaction patterns in business processes aiming to reduce declines of orders : A case study of a service company in Japan. / Nagayoshi, Sanetake; Iijima, Junichi; Maemura, Nao.
In: Journal of Japan Industrial Management Association, Vol. 64, No. 2, 2013, p. 187-194.Research output: Contribution to journal › Article
}
TY - JOUR
T1 - A study of transaction patterns in business processes aiming to reduce declines of orders
T2 - A case study of a service company in Japan
AU - Nagayoshi, Sanetake
AU - Iijima, Junichi
AU - Maemura, Nao
PY - 2013
Y1 - 2013
N2 - This study proposes eight transaction patterns aiming to reduce exceptions causing the executor's "decline" of the initiator's "request" (order). In business organizations, quite a few of these exceptions occur, and quite a lot of time and energy are wasted in coping with such exceptions. Sometimes, the exceptions may also cause a decrease in customer satisfaction due to the deference of the clerks who cope with them. Nonetheless, there seem to have been few useful solution patterns suggested by those working on business process modeling to avoid such exceptions. Hence in this paper, we make an attempt to create transaction patterns to reduce the number of such exceptions. Specifically, eight transaction pattens for avoiding the "decline" of the executor against the "request" (order) of the initiator are theoretically derived from the viewpoint of the relationship between actors who join a transaction, which depends upon the "language action perspective." Moreover, these eight transaction patterns derived are practically verified through application to a certain service company in Japan. The results show that these eight transaction patterns derived are verified by the existence of all eight patterns in the company. Therefore, this also suggests that the "language action perspective" can be used as a solution to solve the defect of business process flexibility, which is too complicated to understand when described in the context of comprehensive business processes in an enterprise.
AB - This study proposes eight transaction patterns aiming to reduce exceptions causing the executor's "decline" of the initiator's "request" (order). In business organizations, quite a few of these exceptions occur, and quite a lot of time and energy are wasted in coping with such exceptions. Sometimes, the exceptions may also cause a decrease in customer satisfaction due to the deference of the clerks who cope with them. Nonetheless, there seem to have been few useful solution patterns suggested by those working on business process modeling to avoid such exceptions. Hence in this paper, we make an attempt to create transaction patterns to reduce the number of such exceptions. Specifically, eight transaction pattens for avoiding the "decline" of the executor against the "request" (order) of the initiator are theoretically derived from the viewpoint of the relationship between actors who join a transaction, which depends upon the "language action perspective." Moreover, these eight transaction patterns derived are practically verified through application to a certain service company in Japan. The results show that these eight transaction patterns derived are verified by the existence of all eight patterns in the company. Therefore, this also suggests that the "language action perspective" can be used as a solution to solve the defect of business process flexibility, which is too complicated to understand when described in the context of comprehensive business processes in an enterprise.
KW - Business process re-designs
KW - Decline
KW - DEMO
KW - Exceptions
KW - Patterns for reduction
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UR - http://www.scopus.com/inward/citedby.url?scp=84923254820&partnerID=8YFLogxK
M3 - Article
AN - SCOPUS:84923254820
VL - 64
SP - 187
EP - 194
JO - Journal of Japan Industrial Management Association
JF - Journal of Japan Industrial Management Association
SN - 0386-4812
IS - 2
ER -