Rationalizing administrative processes: the role of ICT

The main purposes of organizations is the creation of value for their stakeholders. In an enterprise, value is created by core processes (logistics, operating activities, marketing/sales and services), in other words, those activities that directly contribute to the creation of the output (products and services) of organizations [1]. Support processes are necessary in order for the output to be produced and distributed. However, these may risk destroying all or part of the created value, since their contribution to output creation is indirect and they take up, to carry out the processes entrusted to them, considerable human and technological resources. Among support processes, a key role is played by the administration, whose purpose may be briefly defined as the measurement and management of the value created by the core activities. The purpose of this paper is the identification of adequate asurement systems of the performance of administrative processes. This system may generate a rationalization of administrative processes, improve their quality and contribute to the company development. A rational, effective, efficient and economical administration preserves the created value