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...

The purpose of this study was to develop an integrated model to improve service processes in ageing-home-care. According to the literature, existing service processes have potential service failures that affect service quality and efficacy. However, most previous studies have only focused on...

The conversation and modernization of the public sector is the ground of the good government and good governess. In our research, we examine a public service process of the Hungarian public sector. Our goal was to visualize the complex procedure as a whole (contact affair procedures in case of...

Die bisher in vielen Unternehmen eingesetzten Anwendungssysteme bei der Beschaffung direkter Güter orientieren sich stark an den in der betrieblichen Praxis vorzufindenden Organisationsstrukturen. Dies verhindert einen reibungslosen Informations- und Kommunikationsfluss in den...