Information Technology Impact on Process Output and Quality
Information Technology Impact on Process Output and Quality
复制标题
信息技术对流程输出和质量的影响
DOI：
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发表时间：
1997
期刊：
影响因子：
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通讯作者：
K. Srinivasan
中科院分区：
文献类型：
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作者：
Tridas Mukhopadhyay;Surendra Rajiv;K. Srinivasan
我们的工作是第一次尝试评估IT信息技术对过程输出和质量的影响。我们研究的光学字符识别和条码分拣技术在邮件分拣过程中，在美国邮政服务。我们的分析是在应用程序级别进行的，因此不涉及对多个流程的IT影响的汇总。我们使用46个邮件处理中心3年来的数据来研究IT影响。我们还在模型中使用了一组因素来解释输入特性的差异。我们的研究结果表明，邮件分拣输出显着增加与更高的使用IT。此外，IT提高质量，从而提高了输出。我们还发现，输入特性发挥相当大的影响，在确定的输出和质量的邮件分拣操作。例如，虽然缺勤由于其破坏性后果而往往会降低产出和质量，但条形码邮件的更高比例似乎可以提高这两个绩效指标。
Our work represents one of the first attempts to assess the impact of IT information technology on both process output and quality. We examine the optical character recognition and barcode sorting technologies in the mail sorting process at the United States Postal Service. Our analysis is at the application level, and thus does not involve the aggregation of IT impact over multiple processes. We use data from 46 mail processing centers over 3 years to study the IT impact. We also use a set of factors in our model to account for differences in input characteristics. Our results show that mail sorting output significantly increases with higher use of IT. In addition, IT improves quality which in turn enhances output. We also find that input characteristics exert considerable influence in determining the output and quality of the mail sorting operation. For example, while absenteeism tends to decrease output and quality due to its disruptive consequences, a higher fraction of barcoded mail seems to enhance both performance measures.