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Erschienen in:
2012 | OriginalPaper | Buchkapitel
Developing a Process Quality Improvement Questionnaire – A Case Study on Writing Discharge Letters
verfasst von : Robert Heinrich, Barbara Paech, Antje Brandner, Ulrike Kutscha, Björn Bergh
Erschienen in: Business Process Management Workshops
Verlag: Springer Berlin Heidelberg
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Business process quality assessment plays an important role in business process management. Business process quality is often assessed by identifying potentials for improvement. In practice, a questionnaire is a commonly used means. However, creating a questionnaire requires a high expertise because systematic approaches are missing. Moreover, questionnaires for process improvement often focus on single quality aspects. In this paper, we describe a systematic approach to create a questionnaire to identify business process quality problems. The approach is based on a comprehensive business process quality model. We applied the approach in a case study at a German university hospital and present results of the preliminary evaluation phase.