Service process analysis using process engineering and he theory of constraints thinking process

摘要

Purpose - The paper aims to present a case of integration between process engineering and thernthinking process of the theory of constraints (TP-TOC) through the analysis of an organization'srnprocesses, pointing out the complementary aspects between the two theories and their benefits for thernorganization.rnDesign/methodology/approach - The paper has used an Institution of Higher Education as itsrncase study. The research has started by identifying the processes of the institution and choosing one tornmodel according to the process engineering approach. The process was then analyzed through thernelaboration of the current reality tree technique. After the analysis, the evaporating clouds techniquernwas applied in order to breach the assumptions that were avoiding the problems to be solved. Finally,rnthe process has been redesigned based on the results of the previous steps.rnFindings - The analysis of this case contributes towards understanding and identifying the causesrnof the current problems in the studied processes, providing a systemic and systematic view throughrnthe proposed approach.rnOriginality/value - The paper proposes an approach that enables a systematic and systemicrnanalysis of organizations' processes through the use of process engineering and the TP-TOC.