Business Process Blueprinting: A Method for Customer-Oriented Business Process Modeling

✍ Scribed by Michael Hewing (auth.)

• Publisher: Gabler Verlag
• Year: 2014
• Tongue: English
• Leaves: 239
• Edition: 1
• Category: Library

✦ Synopsis

Though customer orientation is recommended in Business Process Management, current modeling methods still have a strong focus on the company’s processes. To ensure a long-lasting requirement of a firm’s service, one should consider the customer activities in order to offer an added value that effectively addresses his or her needs. Thus, the customers’ perspective and their process chains before, during and after the interaction need to be captured in Business Process Management. Michael Hewing takes a design-oriented research approach to show how the integration of well-grounded marketing methods enables the visualization and analysis of the customer’s point of view in Business Process Management. By enhancing this method, information on usage processes as well as on the value-in-use can be provided for a comprehensive and process-based customer management.

✦ Table of Contents

Front Matter....Pages I-XVII
Introduction....Pages 1-3
Research Concept....Pages 5-14
Customer Orientation and the Diffusion of process-based Approaches in Marketing and BPM....Pages 15-71
A Blueprint of the Customer – Design of a Method for an extended View on Customer Processes in BPM....Pages 73-114
Evaluation of Business Process Blueprinting: a Case Study on the Application of the Method to the “BIOTRONIK Home Monitoring®” Service....Pages 115-157
Limitations and Development Perspectives....Pages 159-173
Conclusion....Pages 175-176
Back Matter....Pages 177-229

✦ Subjects

Business Information Systems; Marketing