Call for Paper - January 2023 Edition
IJCA solicits original research papers for the January 2023 Edition. Last date of manuscript submission is December 20, 2022. Read More

Quality of Service Optimization based on HRM: A Case Study in Cameroonian Public Service

International Journal of Computer Applications
Foundation of Computer Science (FCS), NY, USA
Year of Publication: 2021
Abessolo Alo'o Ghislain, Atsa Etoundi Roger, Monthe Djiadeu Valery

Abessolo Alo'o Ghislain, Atsa Etoundi Roger and Monthe Djiadeu Valery. Quality of Service Optimization based on HRM: A Case Study in Cameroonian Public Service. International Journal of Computer Applications 174(11):10-19, January 2021. BibTeX

	author = {Abessolo Alo'o Ghislain and Atsa Etoundi Roger and Monthe Djiadeu Valery},
	title = {Quality of Service Optimization based on HRM: A Case Study in Cameroonian Public Service},
	journal = {International Journal of Computer Applications},
	issue_date = {January 2021},
	volume = {174},
	number = {11},
	month = {Jan},
	year = {2021},
	issn = {0975-8887},
	pages = {10-19},
	numpages = {10},
	url = {},
	doi = {10.5120/ijca2021920980},
	publisher = {Foundation of Computer Science (FCS), NY, USA},
	address = {New York, USA}


The search for a better quality of service in a changing environment requires governments to have more flexibility in the organization of work, a good grasp of emerging technologies and also a better consideration of human resources. The effectiveness of these resources will be even greater if they have the feeling of contributing in the search for solutions on new ways of producing services. Faced with economic, social and technological challenges, the quality of human resource management is a key success factor. The human resources management policy is often seen as less innovative and not dynamic; though many experts argue that improving quality of public service requires putting in place a stimulating human resource management, effective and motivating to state agents. Therefore, human resource management is seen as key with respect to competitiveness of administrations. The basis of optimal management of human resources depends on a good appointment policy to work-posts. Indeed, governments in developing countries do not always produce the desired quality of service, for most human resources are not allocated according to their skill. While it is true that developing countries have embarked on extensive reform projects on the simplification of administrative procedures, it is especially important that a good policy be defined in order to assign skilled resources at work-posts in order to better perform those simplified procedures. However, it has been shown that the assignments and appointments, although discretionary in the public administration, are made arbitrarily and do not always permit to have the appropriated human resources at the appropriated places. Based on administrative business process modeling, this paper presents a protocol to ensure optimum assignment of human resources at work-posts in order to improve quality of service in public administration. For a given work-post, the protocol lists all human resources able to occupy this work-post by level of competence and experience in order to facilitate the choices of decision makers.


  1. Abadi, M., & Plotkin, G. D. (1993). A Logical View of Composition. InTheoretical Computer Science.. .
  2. Amina Hameed and Shehla Amjad (2009), Impact of office design on employees’ productivity: A case study of banking organization of abbottabad, pakistan. Journal of Public Affairs, Administration and Management, 3(1), 2009.
  3. Atsa Etoundi Roger and al (2010), Knowledge Management Driven Business Process andWorkflow Modeling within an
  4. AtsaEtoundi Roger (2011), "Atsero Method : AGuideline for Business Process and Workflow Modelling within an Entreprise". International Journal of Scientific Engineering Research
  5. Caetano, A., Pombinho, J., Tribolet, J. (2007): Representing organizational competencies. In: SAC, Proceedings 1257–1262
  6. Farouk Belkadi, Eric Bonjour, Maryvonne Dulmet. De la modélisation des situations de travail à la caractérisation des compétences : Une approche par logique floue. Journal Européen des Systèmes Automatiques (JESA), Lavoisier, 2009, 43 (1-2), pp.35-71.<10.3166/jesa.43.35-71>.
  7. Government of Montenegro, (2011), Strategy of Public Administration Reform in Montenegro 2011-2016.
  8. Harzallah, M., Lecrere, M.: CommOnCV: Modelling the Competencies Underlying a Curriculum Vitae. SEKE, Proceedings. (2002)
  9. Hishamuddin Fitri Abu Hasan & Azleen Ilias (2008), Service Quality and Student Satisfaction: A Case Study at Private Higher Education Institutions, International Business Research, Vol. 1, No. 3
  10. József Tick (2011), Application of P-graph-based workflow for administrative process modelling, Applied Machine Intelligence and Informatics (SAMI), 2011 IEEE 9th International Symposium
  11. Kuang-Hui Chiu (2006), Information flow over process. Journal of Information Optimisation Sciences,24(2):167–192.
  12. Lu, R., Sadiq, S., Padmanabhan, V., & Governatori, G. (2006). Using a temporal constraint network for business process execution. In Proceedings of the 17th Australasian Database Conference-Volume 49 (pp. 157-166). Australian Computer Society, Inc.
  13. Luciano Braseri & Sam Guinea,(2005), Towards Dynamic Monitoring WS-BPEL Process, Lecture notes in Computer Science pp 269-282, Vol 3826
  14. Donald Sannella, Andrzej Tarlecki: Foundations of Algebraic Specification and Formal Software Development, Springer-Verlag Berlin Heidelberg, 1431-2654, 2012
  15. Reijers, H. A. & Mendling, J. (2011), ‘A study into the factors that influence the understandability of business process models’, IEEE Transactions on Systems,Man,and Cybernetics-Part A: Systems and Humans 41(3), 449–462
  16. Neves, J., Caetano, A., Vasconcelos, A., Tribolet, J. (2001): Integrating knowledge into business processes. In: Proceedings of ISDEIS 2001
  17. Parasuraman, A., Zeithaml, V. A. & Berry, L. L. (1990). Five imperatives for improving service quality. Sloan Management Review, 29-38.
  18. Reginald Lo, Service-based IT Cost Modeling and Identifying Cost Saving Opportunities, White paper.
  19. Stanka Preskar (2013): The Computer System Provides a Simpler Quality of Services in the Customs Procedure, Journal of Process Management – New Technologies, International Vol. 1, No.4
  20. Sandberg, J.: Understanding human competence at work: An interpretative approach. The Academy of Management Journal 43 (2000) 9–25
  21. Tanguy Lapegue. Planification de personnel avec affectation de taches : méthodes et application dans un contexte médical. Automatique. Ecole des Mines de Nantes, 2014, Français. .
  22. Thompson, G. M. (2003). Labor Scheduling: A Commentary. Cornell Hospitality Quarterly, 44(5-6):149–155.
  23. Vuokko R, Mäkelä-Bengs P, Härkönen M. (2014), Improving health care service delivery with a national code service, Studies in Health Technology and Informatics.
  24. W.M.P. van der Aalst, F. Gottschalk1 M. Dumas, A.H.M. ter Hofstede, M. La Rosa, andJ. Mendling (2008), Correctness-preserving configuration of business process models. In Fundamental Approaches to Software Engineering (FASE 2008)


Human Resource Management, Quality of Service Improvement, Competence and Experience Management, Administrative business process modeling, Human Resources Assignment, Work-posts Allocation, Human Resources Load Balancing