Business process blueprinting : a method for customer-oriented business process modeling / Michael Hewing.
ISBN
978-365-80-3728-4
พิมพ์ลักษณ์
Berlin : Springer , 2013.
เลขหมู่
HD3000.213 .H599 2013
ลักษณะทางกายภาพ
229 p. ill ; 21 cm.
หมายเหตุ
Ph.D. Freie Universitt Berlin 2013.
หมายเหตุ
Summary: 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 thevisualization and analysis of the customer^'s point of viewin 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.