{"id":"https://openalex.org/W1999515642","doi":"https://doi.org/10.1108/14637151011035598","title":"Service process analysis using process engineering and the theory of constraints thinking process","display_name":"Service process analysis using process engineering and the theory of constraints thinking process","publication_year":2010,"publication_date":"2010-04-17","ids":{"openalex":"https://openalex.org/W1999515642","doi":"https://doi.org/10.1108/14637151011035598","mag":"1999515642"},"language":"en","primary_location":{"id":"doi:10.1108/14637151011035598","is_oa":false,"landing_page_url":"https://doi.org/10.1108/14637151011035598","pdf_url":null,"source":{"id":"https://openalex.org/S2508752","display_name":"Business Process Management Journal","issn_l":"1463-7154","issn":["1463-7154","1758-4116"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Business Process Management Journal","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5036028369","display_name":"Daniel Pacheco Lacerda","orcid":"https://orcid.org/0000-0002-8011-3376"},"institutions":[{"id":"https://openalex.org/I122140584","display_name":"Universidade Federal do Rio de Janeiro","ror":"https://ror.org/03490as77","country_code":"BR","type":"education","lineage":["https://openalex.org/I122140584"]}],"countries":["BR"],"is_corresponding":true,"raw_author_name":"Daniel Pacheco Lacerda","raw_affiliation_strings":["Centro de Technologia, Universidade Federal do Rio de Janeiro \u2013 COPPE/UFRJ, Rio de Janeiro, Brazil","(Centro de Technologia, Universidade Federal do Rio de Janeiro \u2013 COPPE/UFRJ, Rio de Janeiro, Brazil)"],"affiliations":[{"raw_affiliation_string":"Centro de Technologia, Universidade Federal do Rio de Janeiro \u2013 COPPE/UFRJ, Rio de Janeiro, Brazil","institution_ids":["https://openalex.org/I122140584"]},{"raw_affiliation_string":"(Centro de Technologia, Universidade Federal do Rio de Janeiro \u2013 COPPE/UFRJ, Rio de Janeiro, Brazil)","institution_ids":["https://openalex.org/I122140584"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5029974712","display_name":"Ricardo Augusto Cassel","orcid":"https://orcid.org/0000-0002-9308-6434"},"institutions":[{"id":"https://openalex.org/I61722147","display_name":"Universidade do Vale do Rio dos Sinos","ror":"https://ror.org/05ctmmy43","country_code":"BR","type":"education","lineage":["https://openalex.org/I61722147"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Ricardo Augusto Cassel","raw_affiliation_strings":["Universidade do Vale do Rio dos Sinos \u2013 UNISINOS, S\u00e3o Leopoldo, Brazil","Universidade do Vale do Rio dos Sinos-UNISINOS, S\u00e3o Leopoldo, Brazil"],"affiliations":[{"raw_affiliation_string":"Universidade do Vale do Rio dos Sinos \u2013 UNISINOS, S\u00e3o Leopoldo, Brazil","institution_ids":["https://openalex.org/I61722147"]},{"raw_affiliation_string":"Universidade do Vale do Rio dos Sinos-UNISINOS, S\u00e3o Leopoldo, Brazil","institution_ids":["https://openalex.org/I61722147"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5035873857","display_name":"Lu\u00eds Henrique Rodrigues","orcid":"https://orcid.org/0000-0002-0426-9264"},"institutions":[{"id":"https://openalex.org/I61722147","display_name":"Universidade do Vale do Rio dos Sinos","ror":"https://ror.org/05ctmmy43","country_code":"BR","type":"education","lineage":["https://openalex.org/I61722147"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Luis Henrique Rodrigues","raw_affiliation_strings":["Universidade do Vale do Rio dos Sinos \u2013 UNISINOS, S\u00e3o Leopoldo, Brazil","Universidade do Vale do Rio dos Sinos-UNISINOS, S\u00e3o Leopoldo, Brazil"],"affiliations":[{"raw_affiliation_string":"Universidade do Vale do Rio dos Sinos \u2013 UNISINOS, S\u00e3o Leopoldo, Brazil","institution_ids":["https://openalex.org/I61722147"]},{"raw_affiliation_string":"Universidade do Vale do Rio dos Sinos-UNISINOS, S\u00e3o Leopoldo, Brazil","institution_ids":["https://openalex.org/I61722147"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5036028369"],"corresponding_institution_ids":["https://openalex.org/I122140584"],"apc_list":null,"apc_paid":null,"fwci":5.0836,"has_fulltext":false,"cited_by_count":54,"citation_normalized_percentile":{"value":0.94972239,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"16","issue":"2","first_page":"264","last_page":"281"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T13886","display_name":"Operations Management Techniques","score":0.9998999834060669,"subfield":{"id":"https://openalex.org/subfields/1803","display_name":"Management Science and Operations Research"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T13886","display_name":"Operations Management Techniques","score":0.9998999834060669,"subfield":{"id":"https://openalex.org/subfields/1803","display_name":"Management Science and Operations Research"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.7435286045074463},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6202389001846313},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.5902356505393982},{"id":"https://openalex.org/keywords/theory-of-constraints","display_name":"Theory of constraints","score":0.5241692066192627},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5076123476028442},{"id":"https://openalex.org/keywords/thinking-processes","display_name":"Thinking processes","score":0.4740088880062103},{"id":"https://openalex.org/keywords/process-analysis","display_name":"Process analysis","score":0.4551347494125366},{"id":"https://openalex.org/keywords/process-theory","display_name":"Process theory","score":0.44078025221824646},{"id":"https://openalex.org/keywords/business-process-discovery","display_name":"Business process discovery","score":0.41655558347702026},{"id":"https://openalex.org/keywords/work-in-process","display_name":"Work in process","score":0.41088947653770447},{"id":"https://openalex.org/keywords/business-process","display_name":"Business process","score":0.39455220103263855},{"id":"https://openalex.org/keywords/management-science","display_name":"Management science","score":0.3644123673439026},{"id":"https://openalex.org/keywords/business-process-modeling","display_name":"Business process modeling","score":0.3419826626777649},{"id":"https://openalex.org/keywords/operations-management","display_name":"Operations management","score":0.1585504710674286},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.15401557087898254},{"id":"https://openalex.org/keywords/process-engineering","display_name":"Process engineering","score":0.1470116376876831},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.13156214356422424}],"concepts":[{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.7435286045074463},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6202389001846313},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.5902356505393982},{"id":"https://openalex.org/C161036016","wikidata":"https://www.wikidata.org/wiki/Q956095","display_name":"Theory of constraints","level":2,"score":0.5241692066192627},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5076123476028442},{"id":"https://openalex.org/C187179951","wikidata":"https://www.wikidata.org/wiki/Q7784616","display_name":"Thinking processes","level":3,"score":0.4740088880062103},{"id":"https://openalex.org/C2983072294","wikidata":"https://www.wikidata.org/wiki/Q7247257","display_name":"Process analysis","level":2,"score":0.4551347494125366},{"id":"https://openalex.org/C18035950","wikidata":"https://www.wikidata.org/wiki/Q7247307","display_name":"Process theory","level":3,"score":0.44078025221824646},{"id":"https://openalex.org/C93453677","wikidata":"https://www.wikidata.org/wiki/Q1017580","display_name":"Business process discovery","level":5,"score":0.41655558347702026},{"id":"https://openalex.org/C174998907","wikidata":"https://www.wikidata.org/wiki/Q357662","display_name":"Work in process","level":2,"score":0.41088947653770447},{"id":"https://openalex.org/C85345410","wikidata":"https://www.wikidata.org/wiki/Q851587","display_name":"Business process","level":3,"score":0.39455220103263855},{"id":"https://openalex.org/C539667460","wikidata":"https://www.wikidata.org/wiki/Q2414942","display_name":"Management science","level":1,"score":0.3644123673439026},{"id":"https://openalex.org/C207505557","wikidata":"https://www.wikidata.org/wiki/Q4374012","display_name":"Business process modeling","level":4,"score":0.3419826626777649},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.1585504710674286},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.15401557087898254},{"id":"https://openalex.org/C21880701","wikidata":"https://www.wikidata.org/wiki/Q2144042","display_name":"Process engineering","level":1,"score":0.1470116376876831},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.13156214356422424},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C2779765252","wikidata":"https://www.wikidata.org/wiki/Q7604419","display_name":"Statistical thinking","level":2,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/14637151011035598","is_oa":false,"landing_page_url":"https://doi.org/10.1108/14637151011035598","pdf_url":null,"source":{"id":"https://openalex.org/S2508752","display_name":"Business Process Management Journal","issn_l":"1463-7154","issn":["1463-7154","1758-4116"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Business Process Management Journal","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Quality Education","id":"https://metadata.un.org/sdg/4","score":0.5899999737739563}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":20,"referenced_works":["https://openalex.org/W124683732","https://openalex.org/W590526127","https://openalex.org/W1514227740","https://openalex.org/W1535626946","https://openalex.org/W1574787923","https://openalex.org/W1585558088","https://openalex.org/W1607587068","https://openalex.org/W1973558683","https://openalex.org/W2015564674","https://openalex.org/W2016926265","https://openalex.org/W2021111394","https://openalex.org/W2035236920","https://openalex.org/W2058060786","https://openalex.org/W2066564507","https://openalex.org/W2162090053","https://openalex.org/W2164262026","https://openalex.org/W2331438538","https://openalex.org/W2614426856","https://openalex.org/W4236450614","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W4211257941","https://openalex.org/W1529190177","https://openalex.org/W3095388984","https://openalex.org/W2993691457","https://openalex.org/W1850103969","https://openalex.org/W3041466700","https://openalex.org/W2018331612","https://openalex.org/W2963999773","https://openalex.org/W2304065236","https://openalex.org/W1575146712"],"abstract_inverted_index":{"Purpose":[0],"The":[1,46,59,81,133,164],"paper":[2,47,165],"aims":[3],"to":[4,73,76,106,115],"present":[5],"a":[6,154,171],"case":[7,57,137],"of":[8,17,20,26,52,67,89,128,135,145,176,182],"integration":[9],"between":[10,35],"process":[11,16,78,82,120,183],"engineering":[12,79,184],"and":[13,39,70,141,156,173,185],"the":[14,18,24,32,36,43,65,68,77,87,90,96,98,108,113,119,126,129,143,146,150,160,180,186],"thinking":[15],"theory":[19],"constraints":[21],"(TP\u2010TOC)":[22],"through":[23,86,159,179],"analysis":[25,134,175],"an":[27,50,167],"organization's":[28],"processes,":[29,152],"pointing":[30],"out":[31],"complementary":[33],"aspects":[34],"two":[37],"theories":[38],"their":[40],"benefits":[41],"for":[42],"organization.":[44],"Design/methodology/approach":[45],"has":[48,61,121],"used":[49],"Institution":[51],"Higher":[53],"Education":[54],"as":[55],"its":[56],"study.":[58],"research":[60],"started":[62],"by":[63],"identifying":[64,142],"processes":[66,178],"institution":[69],"choosing":[71],"one":[72],"model":[74],"according":[75],"approach.":[80,162],"was":[83,102],"then":[84],"analyzed":[85],"elaboration":[88],"current":[91,147],"reality":[92],"tree":[93],"technique.":[94],"After":[95],"analysis,":[97],"evaporating":[99],"clouds":[100],"technique":[101],"applied":[103],"in":[104,149],"order":[105],"breach":[107],"assumptions":[109],"that":[110,169],"were":[111],"avoiding":[112],"problems":[114,148],"be":[116],"solved.":[117],"Finally,":[118],"been":[122],"redesigned":[123],"based":[124],"on":[125],"results":[127],"previous":[130],"steps.":[131],"Findings":[132],"this":[136],"contributes":[138],"towards":[139],"understanding":[140],"causes":[144],"studied":[151],"providing":[153],"systemic":[155,174],"systematic":[157,172],"view":[158],"proposed":[161],"Originality/value":[163],"proposes":[166],"approach":[168],"enables":[170],"organizations'":[177],"use":[181],"TP\u2010TOC.":[187]},"counts_by_year":[{"year":2025,"cited_by_count":3},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":12},{"year":2019,"cited_by_count":6},{"year":2018,"cited_by_count":5},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":1},{"year":2014,"cited_by_count":5},{"year":2013,"cited_by_count":3},{"year":2012,"cited_by_count":4}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}