Purpose: The main contribution of this paper is to generate an optimum solution for capacity planning and appointment scheduling issues, which are frequently encountered in clinical flows with various route and treatment periods at dental hospitals. Design/methodology/approach: It is essential...

Process-based thinking commonly focuses on enhancing the efficiency of processes, while it is often criticized for not paying enough attention to the customer. This paper argues that customer complaint information can be used as a basis for customer-focused process improvement. Thus, it is not...

Knowledge-intensive organizations that carry out many Knowledge-Intensive Business Processes (KIBP), seek to improve and enhance their KIBP for gaining competitive advantages. These organizations need to develop their Knowledge Management (KM) infrastructure of KIBP, starting from knowledge...

Managing change in a quality-oriented organisation involves a decision to change the mindset of people towards excellence. For modern medium enterprises (MEs), it is needed to ensure long-term survival. In this study authors emphasize that change management in quality oriented MEs is a...

The rudiments and repercussions of the transformative global economy have reshaped the Service Management industry and other developed economies. Business process innovation using Lean Six Sigma (LSS) methodology has long been considered to improve service quality, process efficiency, and...

Business Process Management (BPM) represents a constant process in which employees of the BPM department, constantly analyze company's business processes and enhance the same, improve or change them using Business Process Improvement (BPI) and Business Process Reengineering (BPR). The main goal...