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Today an effective business process management is key to maintain competitive advantage in a market characterized by an increasing pace of change. Process management literature review revealed two main managerial approaches: one is represented by those methodologies based on process models which adopt an “a priori” approach (i.e. BPR), the other by methodologies that adopt an “a posteriori” approach by analyzing real process activities (i.e. Process Mining). The evolution study of these two methodological lines revealed their progressive convergence towards semi-structured process analysis. This type of processes are especially common among service oriented companies and all knowledge intensive activities.
My thesis suggests a new systemic and collaboration oriented approach to semi-structured process management. Its development considered four main perspectives: structured activities analysis, unstructured and dynamic activities analysis, behavioral studies in process management and finally information systems support. The model obtained provides, in a sequence of consistent steps, the combination of different analysis techniques that aim to enhance semi-structured processes comprehension and to enable their optimization.
The suggested integrated approach, tested by applying it to real case study, intends to open the doors for a new, complete and collaboration oriented semi-structured processes management support system development.