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Business Process Blueprinting

A Method for Customer-Oriented Business Process Modeling

Michael Hewing (Autor)

Buch | Softcover

XVII, 229 Seiten

2013 | 2014
Springer Fachmedien Wiesbaden GmbH (Verlag)
978-3-658-03728-4 (ISBN)

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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.

Michael Hewing is Research Associate at the Department of Information Systems of the Freie Universität Berlin, where he investigates in the area of business process management.

Reflections on the Customer's Perspective in Marketing and Business Process Management.- A comprehensive Literature Review on Customer Processes in Business Process Management.- Development and Evaluation of a customer-oriented Process Modeling Method.

Erscheint lt. Verlag	17.10.2013
Zusatzinfo	XVII, 229 p. 38 illus. in color.
Verlagsort	Wiesbaden
Sprache	englisch
Maße	148 x 210 mm
Gewicht	330 g
Themenwelt	Mathematik / Informatik ► Informatik
	Mathematik / Informatik ► Mathematik ► Finanz- / Wirtschaftsmathematik
	Wirtschaft ► Allgemeines / Lexika
	Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb
Schlagworte	business process management • Customer Orientation • Design Science Research • Marketing • Service-dominant Logic
ISBN-10	3-658-03728-8 / 3658037288
ISBN-13	978-3-658-03728-4 / 9783658037284
Zustand	Neuware