Chapter 1: Supply Chain and Logistics Management

Title: Implementing business process reengineering and service innovation: a case study of traffic incident management system

Author(s): Warit Wipulanusat, Jirapon Sunkpho, Kevin Tantisevi, Suvichan Surabal

Address: Faculty of Engineering and Resources, Walailak University, Nakhonsrithammarat, 80160, Thailand | College of Innovation, Thammasat University, Bangkok, 10200, Thailand | Faculty of Engineering, King Mongkut’s University of Technology North Bangkok, Bangkok, 10800, Thailand | Inter-City Motorway Division, Department of Highways, Bangkok, 10400, Thailand

Reference: Software, Knowledge, Information Management and Applications (SKIMA 2013) pp. 11 - 19

Abstract/Summary: Roadway incidents (e.g. vehicle collisions, vehicle disablements, and hazardous material spill) could occur all the time in the inter-city motorway network. Incident management system is considered to be one of the touch point where road user can perceive how good and efficient of the highway service system. This paper documents a case study of the Inter-City Motorway Division in implementing business process reengineering and service innovation on its computerized incident management system. This developed system enables responding officers to communicate the incident commands in a more formal way. Moreover, it takes advantage of satellite-based navigation technology to obtain the most up-to-date locations of patrol units and automatically select an appropriate unit to go to an incident site. In conclusion, the concept of business process reengineering had been successfully employed and service innovation integrated with information technology had greatly improved service for road users.

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