An analysis of process improvement methodologies used by United States federal government information systems programs.

摘要

This research employed a holistic analysis investigating the business process improvement methodologies most frequently used by the United States federal government information systems organizations. The main objective of this research study was to identify the commonly used business process improvement methodologies and analyze their relationships with other variables (e.g., agency, customer satisfaction, and frequency of usage), identify the determinants of organizational success, and operationally define organizational success with regard to federal information systems organizations.; This research study used semi-structured interviews and surveys as data collection instruments from participants who were a representative sample of information systems professionals affiliated with federal information systems organizations. An analysis of the data revealed that Business Process Reengineering and Total Quality Management were the most frequently used business process improvement methodologies used by federal information systems organizations. In addition, the data also revealed that the defining characteristic for achieving organizational success was customer satisfaction. Finally, this research study discovered that, despite having similar high failure rates of the commercial sector, the integration of these approaches are benefiting federal information systems organizations.