Skip to main content
SpringerLink
Log in

Business Process Blueprinting

A Method for Customer-Oriented Business Process Modeling

  • Book
  • © 2014

Overview

Authors:
  1. Michael Hewing

    1. Wirtschaftswissenschaft, Freie Universität Berlin, Germany

    View author publications

    You can also search for this author in PubMed   Google Scholar

This is a preview of subscription content, log in via an institution to check access.

Access this book

Log in via an institution
eBook USD 69.99
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book USD 89.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Other ways to access

Licence this eBook for your library

Institutional subscriptions

Table of contents (7 chapters)

  1. Front Matter

    Pages I-XVII
    Download chapter PDF

  2. Introduction

    • Michael Hewing
    Pages 1-3

  3. Research Concept

    • Michael Hewing
    Pages 5-14

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

    • Michael Hewing
    Pages 15-71

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

    • Michael Hewing
    Pages 73-114

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

    • Michael Hewing
    Pages 115-157

  7. Limitations and Development Perspectives

    • Michael Hewing
    Pages 159-173

  8. Conclusion

    • Michael Hewing
    Pages 175-176

  9. Back Matter

    Pages 177-229
    Download chapter PDF
Back to top

Keywords

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.

Authors and Affiliations

  • Wirtschaftswissenschaft, Freie Universität Berlin, Germany

    Michael Hewing

About the author

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.

Bibliographic Information

  • Book Title: Business Process Blueprinting

  • Book Subtitle: A Method for Customer-Oriented Business Process Modeling

  • Authors: Michael Hewing

  • DOI: https://doi.org/10.1007/978-3-658-03729-1

  • Publisher: Springer Gabler Wiesbaden

  • eBook Packages: Business and Economics, Business and Management (R0)

  • Copyright Information: Springer Fachmedien Wiesbaden 2014

  • Softcover ISBN: 978-3-658-03728-4Published: 17 October 2013

  • eBook ISBN: 978-3-658-03729-1Published: 01 October 2013

  • Edition Number: 1

  • Number of Pages: XVII, 229

  • Number of Illustrations: 38 illustrations in colour

  • Topics: IT in Business, Marketing

Publish with us

Policies and ethics

Back to top

Search

Navigation