Les coûts et les délais des processus administratifs. Une inter-prétation des préceptes de Hammer
Keywords:
Call Center, BPR, Process, Reengineering, Queues, Hammer, Beckmann, Simulation, Deadline, CostAbstract
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.How to Cite
PEAUCELLE, J.-L. (2000). Les coûts et les délais des processus administratifs. Une inter-prétation des préceptes de Hammer. Systèmes d’Information Et Management (French Journal of Management Information Systems), 5(3), 29–50. Retrieved from https://revuesim.org/index.php/sim/article/view/83
Issue
Section
Empirical research
License
The author bears the responsibility for checking whether material submitted is subject to copyright or ownership rights (e.g. figures, tables, photographs, illustrations, trade literature and data). The author will need to obtain permission to reproduce any such items, and include these permissions with their final submission.
It is our policy to ask all contributors to transfer for free the copyright in their contribution to the journal owner. There are two broad reasons for this:
- ownership of copyright by the journal owner facilitates international protection against infringement of copyright, libel or plagiarism;
- it also ensures that requests by third parties to reprint or reproduce a contribution, or part of it, in either print or electronic form, are handled efficiently in accordance with our general policy which encourages dissemination of knowledge within the framework of copyright.
In conformity with the French law, the author keeps the 'moral rights' related to the article:
- The 'authorship right': It is the author's right to have his name associated with each publication and exploitation of the article.
- The 'integrity right': It can be claimed by the author if he finds that during an exploitation, his work has been distorted (cutting, reassembly...).