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Keywords: Business process improvement
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Journal Articles
Business process improvements using SERVQUAL, FMEA and text-mining methods for processing the voice of customer
Available to Purchase
Journal:
The TQM Journal
The TQM Journal (2026) 38 (5): 1018–1048.
Published: 21 January 2025
...Zakka Hammadi Ghifari; Ririn Diar Astanti Purpose This study proposes a new framework for business process improvement (BPI) by identifying areas of improvement based on customer complaints. Design/methodology/approach The proposed framework comprises several stages. The first stage captures...
Journal Articles
Seven-waste framework of waste identification and elimination for computer-based administrative work
Available to Purchase
Journal:
The TQM Journal
The TQM Journal (2021) 33 (4): 773–803.
Published: 21 September 2020
...Steven Montana Widodo; Ririn Diar Astanti; The Jin Ai; T.M.A. Ari Samadhi Purpose This paper tries to generalize business process improvement (BPI) methodology. It utilizes the seven-waste framework as an essential step in the methodology. While the seven-waste concept is usually applied...
