... to be validated by a quantitative research based on a questionnaire survey. Findings This is a conceptual article that suggests a new BP‐driven methodology to assess IS business value and impact on business performance. Research limitations/implications Business process management (BPM) and the software...

... and was interviewed by all members of the student group in one session. © Emerald Group Publishing Limited 2005 Total quality management Change management Service industries Process management Total quality management (TQM) is a change effort that aims at simultaneous improvement of multiple...

... sources into a process map. This seems to be a promising approach for small and medium‐sized service organisations, without having to invest in expensive and rigid business process automation. © Emerald Group Publishing Limited 2004 Process management Process planning Information systems...

... quality Customer orientation Tourism Process management Tourism‐related offerings are complex products, as they have an extended structure in both space and time. For example, visitors to a destination encounter a stream of suppliers, such as transport, accommodation providers, foodservice...

... was also considered to be an important way to close the loop on a quality approach to setting standards. © MCB UP Limited 1998 Citizen’s charter Customer orientation Local government Process management Standards The public has a need for high quality services. Standards can be used...