Business Process Blueprinting

A Method for Customer-Oriented Business Process Modeling

Authors: Hewing, Michael

  • Study in the field of economic sciences

Buy this book

eBook $69.99
price for USA (gross)
  • ISBN 978-3-658-03729-1
  • Digitally watermarked, DRM-free
  • Included format: PDF
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Softcover $89.99
price for USA
  • ISBN 978-3-658-03728-4
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
About this book

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.

About the authors

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.

Table of contents (7 chapters)

  • Introduction

    Hewing, Michael

    Pages 1-3

  • Research Concept

    Hewing, Michael

    Pages 5-14

  • Customer Orientation and the Diffusion of process-based Approaches in Marketing and BPM

    Hewing, Michael

    Pages 15-71

  • A Blueprint of the Customer – Design of a Method for an extended View on Customer Processes in BPM

    Hewing, Michael

    Pages 73-114

  • Evaluation of Business Process Blueprinting: a Case Study on the Application of the Method to the “BIOTRONIK Home Monitoring®” Service

    Hewing, Michael

    Pages 115-157

Buy this book

eBook $69.99
price for USA (gross)
  • ISBN 978-3-658-03729-1
  • Digitally watermarked, DRM-free
  • Included format: PDF
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Softcover $89.99
price for USA
  • ISBN 978-3-658-03728-4
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
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Bibliographic Information

Bibliographic Information
Book Title
Business Process Blueprinting
Book Subtitle
A Method for Customer-Oriented Business Process Modeling
Authors
Copyright
2014
Publisher
Gabler Verlag
Copyright Holder
Springer Fachmedien Wiesbaden
eBook ISBN
978-3-658-03729-1
DOI
10.1007/978-3-658-03729-1
Softcover ISBN
978-3-658-03728-4
Edition Number
1
Number of Pages
XVII, 229
Number of Illustrations and Tables
38 illustrations in colour
Topics