000			01922naa a2200253uu 4500
001			9092215561137
003			OSt
005			20190211165449.0
008			090922s2009 xx ||||gr |0|| 0 eng d
100	1		_aPAKDIL, Fatma _924466
245	1	0	_aA systematic approach to reduce human and system-related errors causing customer dissatisfaction in a production environment
260			_aUK : _bRoutledge, _cjan./fev. 2009
520	3		_aIn this study, a systematic methodology for business process improvement, which aims to eliminate human and system-related errors resulting in customer dissatisfaction in a production environment, is presented. The proposed methodology consists of problem identification and analysis, preventing human-related errors and system-related error steps respectively. The methodology was also implemented in a real-life organisation. Current and proposed systems are compared via a simulation model to examine the results of process improvements. The case study shows that the proposed methodology works exceedingly well and yields considerable improvement in the process under study. The most important and impressive difference of this paper from the previous literature is that process improvement needs are derived directly from customer dissatisfaction reasons and solved by the proposed systematic methodology. In this way human-related and system-related errors were perceived opportunities for improvement.
590			_abusiness process management; mistake-proofing; simulation; human errors
700	1		_aÖZKÖK, Onur _937713
700	1		_aDENGIZ, Berna _937714
700	1		_aKARA, Imdat _937715
700	1		_aSELVI, Nilay _937716
700	1		_aKARGI, Alper _937717
773	0	8	_tTotal Quality Management & Business Excellence _g20, 1-2, p. 129-138 _dUK : Routledge, jan./fev. 2009 _xISSN 14783363 _w
942			_cS
998			_a20090922 _b1556^b _cDaiane
998			_a20091009 _b1103^b _cCarolina
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c30085 _d30085
041			_aeng