6.3. Levels of Support of Business Processes

IT systems support business processes by means of the following levels (see also chapter 3):20

  • Automation. The process already exists, but it is automated, and parameters such as cost, time, and optionally quality and flexibility are improved.
  • Improvement. The process already exists, but it is improved.
  • New process. The process did not exist before.

Each level of support will be discussed in the context of the previously mentioned four standard critical success factors (CSFs): time (duration), cost, quality, and flexibility (see chapter 3).

6.3.1. Automation

Automation of a business process decreases duration and improves the quality of generated products. For an illustration of the effect of automation ...

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