Towards End-to-End Multi-dimensional Quality Evaluation of Business Processes

Business Process Models (BPMs) are commonly used in complex business operations. These BPMs are used not only for functional definition of processes but also for their conformance and performance quality evaluations. However, different business domains involve varied operations having multiple stakeholders with different quality requirements. A holistic Quality Evaluation Framework (QEF) is presented to capture and validate these varied quality requirements of such processes using their respective BPMs. The flexible framework consists of a context specific quality model, generic methods and elements to capture quality characteristics in form of profiles in BPMs. The implementation approach of QEF includes use of quality analysis for process quality validation. The case study of a claims settlement process demonstrates the benefits of using proposed QEF.