Les coûts et les délais des processus administratifs. Une inter-prétation des préceptes de Hammer



Business Process Reengineering aims to improve deadlines and cost. This paper provides an interpretation of the Hammer's qualitative principles through a comparison of various methods to treat labor flows in administrative processes. This comparison is carried out in a discursive way conecting the deadlines and the cost for each solution. The Hammer's qualitative precepts appear as the seeking for the best organizational solution, the best under the criterion of deadline and cost. Without productivity effects, nor specialization, nor gap in wages, the call center with a unique level is the best archetypal organization according deadline and cost.


Call Center;BPR;Process;Reengineering;Queues;Hammer;Beckmann;Simulation;Deadline;Cost

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DOI: http://dx.doi.org/10.9876/sim.v5i3.83

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