Business Process Management Implementation Impact on Help-Desk Processes: A Case Study in Education

Detalhes bibliográficos
Autor(a) principal: Garcez, Catarina Inês Lopes
Data de Publicação: 2024
Tipo de documento: Dissertação
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10362/164851
Resumo: Dissertation presented as the partial requirement for obtaining a Master's degree in Data Science and Advanced Analytics, specialization in Business Analytics
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spelling Business Process Management Implementation Impact on Help-Desk Processes: A Case Study in EducationBusiness Process ManagementBusiness Process Management NotationProcess ModelingMaturityBusiness Process Maturity ModelHelp Desk ProcessesUniversitySDG 4 - Quality educationSDG 9 - Industry, innovation and infrastructureDomínio/Área Científica::Ciências Naturais::Ciências da Computação e da InformaçãoDissertation presented as the partial requirement for obtaining a Master's degree in Data Science and Advanced Analytics, specialization in Business AnalyticsThis master thesis investigates the impact of implementing Business Process Management on enhancing the maturity of process orientation within an organizational context. An extensive literature review evaluated seven maturity models based on their coverage of core BPM areas. The BPMMM was identified as the most suitable model after considering specific criteria such as the properties of models and some design principles mentioned in the Framework of general DPs for maturity models. A qualitative approach, employing the case study method, was chosen to support this research, focusing on a higher education institution in Portugal, NOVA IMS. Initial interviews with NOVA staff facilitated the development of AS-IS models and the Help Desk Process Architecture. Subsequently, a questionnaire was performed to Help Desk members to gather data for the maturity assessment, contributing to the formulation of the model. The maturity assessment placed the Help Desk area at level 2, and it was possible to comprehend the reasons for this score. TO-BE models were then developed, demonstrating how proposed changes to the Online V2 platform simplified processes, fostering interactivity, effectiveness, and efficiency. The study's findings led to several recommendations for elevating the maturity level of the area and fostering a more process-oriented approach. Moreover, considering the outputs of this empirical study, it was feasible to state that if the changes are implemented, the area would be between maturity levels 3 and 4 in a reassessment. This study significantly contributes to the theoretical understanding of BPM by explaining the BPM concept, conducting model comparisons, selecting the most suitable one, and providing insights into practical implementation within organizations. Through this master thesis, it was viable to conclude that implementing BPM significantly influences the increase in the maturity process orientation of a university's Help Desk activity processes.Malta, Pedro Manuel Carqueijeiro Espiga da MaiaRUNGarcez, Catarina Inês Lopes2024-02-022027-02-02T00:00:00Z2024-02-02T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10362/164851TID:203544455enginfo:eu-repo/semantics/embargoedAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2024-03-18T01:46:40Zoai:run.unl.pt:10362/164851Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T04:02:02.490468Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Business Process Management Implementation Impact on Help-Desk Processes: A Case Study in Education
title Business Process Management Implementation Impact on Help-Desk Processes: A Case Study in Education
spellingShingle Business Process Management Implementation Impact on Help-Desk Processes: A Case Study in Education
Garcez, Catarina Inês Lopes
Business Process Management
Business Process Management Notation
Process Modeling
Maturity
Business Process Maturity Model
Help Desk Processes
University
SDG 4 - Quality education
SDG 9 - Industry, innovation and infrastructure
Domínio/Área Científica::Ciências Naturais::Ciências da Computação e da Informação
title_short Business Process Management Implementation Impact on Help-Desk Processes: A Case Study in Education
title_full Business Process Management Implementation Impact on Help-Desk Processes: A Case Study in Education
title_fullStr Business Process Management Implementation Impact on Help-Desk Processes: A Case Study in Education
title_full_unstemmed Business Process Management Implementation Impact on Help-Desk Processes: A Case Study in Education
title_sort Business Process Management Implementation Impact on Help-Desk Processes: A Case Study in Education
author Garcez, Catarina Inês Lopes
author_facet Garcez, Catarina Inês Lopes
author_role author
dc.contributor.none.fl_str_mv Malta, Pedro Manuel Carqueijeiro Espiga da Maia
RUN
dc.contributor.author.fl_str_mv Garcez, Catarina Inês Lopes
dc.subject.por.fl_str_mv Business Process Management
Business Process Management Notation
Process Modeling
Maturity
Business Process Maturity Model
Help Desk Processes
University
SDG 4 - Quality education
SDG 9 - Industry, innovation and infrastructure
Domínio/Área Científica::Ciências Naturais::Ciências da Computação e da Informação
topic Business Process Management
Business Process Management Notation
Process Modeling
Maturity
Business Process Maturity Model
Help Desk Processes
University
SDG 4 - Quality education
SDG 9 - Industry, innovation and infrastructure
Domínio/Área Científica::Ciências Naturais::Ciências da Computação e da Informação
description Dissertation presented as the partial requirement for obtaining a Master's degree in Data Science and Advanced Analytics, specialization in Business Analytics
publishDate 2024
dc.date.none.fl_str_mv 2024-02-02
2024-02-02T00:00:00Z
2027-02-02T00:00:00Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/masterThesis
format masterThesis
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10362/164851
TID:203544455
url http://hdl.handle.net/10362/164851
identifier_str_mv TID:203544455
dc.language.iso.fl_str_mv eng
language eng
dc.rights.driver.fl_str_mv info:eu-repo/semantics/embargoedAccess
eu_rights_str_mv embargoedAccess
dc.format.none.fl_str_mv application/pdf
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
repository.mail.fl_str_mv
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