CONSTRUCT DEVELOPMENT, SCALE CREATION, AND PROCESS

construct development, scale creation, and process analysis

Construct Development, Scale Creation, and Process Analysis

Business process efficiency determines process performance. Prior literature identifies different efficiency parameters for business processes, where process time plays a vital role in determining process performance and efficiency. Flied and Kevin(2004) identify service process efficiency as an important area of business process management. Information management, factor combination management, and property rights management are three important factors in managing service efficiency. Information management involves improving the flow of information between the customer and the service provider at an affordable cost. Information management also refers to better interpersonal and interdepartmental interactions that guarantee a steady flow of information. Factor combinations lead to efficiency by meeting customer needs in a timely manner and at an affordable cost. Well-defined property rights are crucial for determining service efficiency.

Method

Prior literature on business processes identifies seven key dimensions and conceptual domains of business process efficiency. The first dimension, paperwork, refers to the amount of manual filing work and other tasks involved in the business processes. The second dimension, people, refers to the number of people involved at various activities of business processes. The third factor, duplications, refers to similar repeated efforts while performing the business process activities. The fourth dimension, approvals, measures the level of approvals and authorization involved at different stages. The fifth dimension, cost, refers to the cost incurred by different activities during a process. Inefficient processes are costly. The sixth dimension, time, refers to time taken by processes to deliver desired output to customers. Inefficient processes cause unusual delays. The seventh and last core dimension, IT use, refers to technology that automates business processes.

Validating the Scale

Initially, the survey used twenty-three items extracted from a pool of items based on preliminary discussions with local experts. These ...