PROCESS MODELLING FOR SERVICE PROCESSES - Modelling methods extensions for specifying and analysing customer integration

Karsten Klose, Ralf Knackstedt, Jörg Becker

Abstract

Service Provider business processes require extensive customer participation. Due to the customer’s substantial impact on the successful implementation of performance processes, measures of customer interaction must be planned meticulously. At present, there are numerous modelling techniques for a model-based structuring of these processes. Admittedly, most of these models provide only general operations for model modifications such as the ability to delete and add elements. This paper demonstrates possible extensions for process modelling techniques which are intended to assist service providers in analysing their processes with particular regard to customer integration and contract formulation.

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Paper Citation


in Harvard Style

Klose K., Knackstedt R. and Becker J. (2005). PROCESS MODELLING FOR SERVICE PROCESSES - Modelling methods extensions for specifying and analysing customer integration . In Proceedings of the Seventh International Conference on Enterprise Information Systems - Volume 3: ICEIS, ISBN 972-8865-19-8, pages 260-265. DOI: 10.5220/0002534202600265


in Bibtex Style

@conference{iceis05,
author={Karsten Klose and Ralf Knackstedt and Jörg Becker},
title={PROCESS MODELLING FOR SERVICE PROCESSES - Modelling methods extensions for specifying and analysing customer integration},
booktitle={Proceedings of the Seventh International Conference on Enterprise Information Systems - Volume 3: ICEIS,},
year={2005},
pages={260-265},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0002534202600265},
isbn={972-8865-19-8},
}


in EndNote Style

TY - CONF
JO - Proceedings of the Seventh International Conference on Enterprise Information Systems - Volume 3: ICEIS,
TI - PROCESS MODELLING FOR SERVICE PROCESSES - Modelling methods extensions for specifying and analysing customer integration
SN - 972-8865-19-8
AU - Klose K.
AU - Knackstedt R.
AU - Becker J.
PY - 2005
SP - 260
EP - 265
DO - 10.5220/0002534202600265