University of Udine
Quality management practices in manufacturing and logistics have led to proven results for organizations with respect to competitiveness and profitability. At the same time, business process management not only addresses a comprehensive functional scope including the ever more important administrative functions and business services, but also contributes to realizing potentials (e.g. in the field of process automation) through extensive use of information technology. Integrating quality management with business process management concepts is thus very promising from a business perspective. The evolution of a clear understanding of business process quality constitutes a fundamental prerequisite for progress in this field as only a concise definition will point out the issues that need to be addressed in more detailed research.