This paper describes a modeling framework that will allow a manager to simulate and evaluate the performance of alternative designs of an operational level information handling process. Performance is measured in terms of the quality of the OutputS of the process, the total flow time through the process, and the human resource time required to produce an output. The two major design options represented in the model are capabilities of computerized information systems used, and characteristics of quality control mechanisms within the information handling process. Based on the field study, we elaborate on why the problem of designing information flows in an office is difficult and we describe some of the complexities that need to be considered in a performance evaluation model. This paper presents a summary of the methodology for representing an information handling process, and an example of how the methodology can be used to address a design problem at the field site.
Miller, Steven M. and Strong, Diane M., "A MODEL FOR EVALUATING THE PERFORMANCE OF OPERATIONAL LEVEL INFORMATION HANDLING ACTIVITIES" (1986). ICIS 1986 Proceedings. 23.