A positive deviance approach to eliminate wastes in business processes : The case of a public organization

Purpose The purpose of this paper is to manifest a method that exploits process analytics to discover critical knowledge for a business process. This knowledge eventually answers to the question if process behavior can suggest which activities should be outsourced to get the performance improved. Design/methodology/approach The author linked waste sources to process behavioral patterns, and adopted the positive deviance paradigm to highlight compelling behaviors. Various analytic tools (generalized regression, clustering, etc.) were used to provide recommendations. Findings By outsourcing small parts of the process, significant process improvement is expected. Evidence-based process analytics can effectively support the relevant decisions. Research limitations/implications The author had no access to the relevant policy makers (process owners). Originality/value The author proposed an operationalization of concepts that connects process behavior to waste sources. The author presented the use of positive deviance as a guide for waste elimination projects.