Thesis (M.Sc.)--Chulalongkorn University, 2015

The business process plays an important role in every organization. It can make a profit or loss depending on effective management procedures. Thus, in response to change inside and outside the organization, they need to improve and optimize their processes for survival and competitive advantage in the market. Business Process Improvement (BPI) is a way of improving the existing process by using process redesign heuristics. In this work, BPI methodology is adapted. An integrated simulation is performed to measure the influencing factors to the BPI. An effective number of parameters for improving the process performance characteristics are proposed by considering those which affect the slow service response time and impact on queue time, cycle time, number of task completed, and cost of operating the process. Simulation results are shown and compared with the observation data to validate, if those characteristics are valid in real situation.