Prioritizing Administrative Process Improvements through NAHP and Business Process Management

This research developed a hybrid approach that combines BPM and Neutrosophic Analytic Hierarchy Process (NAHP) to prioritize the improvement of administrative processes for more efficient operation in high uncertainty settings. For instance, BPMN 2.0 was used to visualize the AS-IS/TO-BE of a public university's document management process (current/future state) to identify the source of delays/duplication and the NAHP technique was employed to evaluate and prioritize the evaluation criteria (time, cost, and user satisfaction) through expert pairwise comparisons manifested by truth-degrees, indeterminacy, and falsity since NAHP confines ambiguity and inconsistencies of reply. The AS-IS/TO-BE findings indicated a 30% decrease in turnaround time, a 25% decrease in operation mistakes, and a 20% increase in user satisfaction. The NAHP further validated the improvements' relative priority with reliability because it fused the insight of all experts. Therefore, this was a successful BPM and uncertain decision-making solution with an assuring approach for any similar administrative concern in public and private sectors as it is practical, non-complex, and scalable.