Towards a definitional model of business process technology

International Journal of Process Management and Benchmarking

Volumn 1, Issue 1, 2005, Pages 3-24

  Slack, Nigel ^a   Lewis, Michael ^a  

^a UNIVERSITY OF WARWICK   (United Kingdom)

Author keywords

Business process technology; Case studies; Definitional model; Manufacturing

Indexed keywords

EID: 33751065933     PISSN: 14606739     EISSN: 1741816X     Source Type: Journal    
DOI: 10.1504/IJPMB.2005.006109     Document Type: Article

References (29)

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22. For example, the IT capabilities of an insurance company will define the types of product that they can offer. If the system can cope with flexible payments, this can make the product more attractive to customers. The IT system may also have the capability to support the firm's call centre which allows it to offer its products 24 hours a day and give a fast response to its customers. However, the same IT system may also forecast demand, schedule staff, and issue billing details. In performing these activities, the system acts as indirect process technology. Indirect process technology can impact on activities normally associated with direct technology in two ways: by allowing types of product or service that are not possible without it (the 24-hour availability with fast response is, in effect, a new product for the insurance company); by making it economical to offer certain types of product or service (a call centre may only be a good investment if it can be managed efficiently).
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