Business Process Blueprinting [electronic resource] : A Method for Customer-Oriented Business Process Modeling /
Hewing, Michael.author.
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.   Contents 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   Target Groups Researchers and students in the field of information systems and marketing Managers involved in business process management and consulting   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.  .
""Foreword""; ""Table of Content""; ""List of Figures""; ""List of Tables""; ""List of Abbreviations""; ""1 Introduction""; ""2 Research Concept""; ""2.1 Research Approaches in Information Systems""; ""2.2 Research Methodology""; ""2.3 Outline of Research""; ""3 Customer Orientation and the Diffusion of process-based Approaches in Marketing and BPM""; ""3.1 Reflections on the Customerâ€?s Perspective in Marketing""; ""3.1.1 Concerning Customer Orientation and its Relation to Effectiveness""
""3.1.2 Transformation of Value Creation and the increased Awareness of the Importance of Customer Processes""""3.1.3 The Need for a substantiated Process View on the Customer""; ""3.2 The Role of the Customer in Business Process Management""; ""3.2.1 Business Process Management in Information Systems""; ""3.2.2 A Literature Review on Customer Processes in Business Process Management""; ""3.3 Problem Definition and Solution Objectives""; ""4 A Blueprint of the Customer â€? Design of a Method for an extended View on Customer Processes in BPM""
""4.1 Business Process Blueprinting: the Combination of two Disciplines""""4.1.1 Deriving a Method for a customer-integrated View on Processes""; ""4.1.2 Capturing Usage Processes: Enhancement of Business Process Blueprinting towards Customer Activities""; ""4.2 Proposition of a (multi-level) Procedure Model as a Guideline for an Application of Method""; ""4.3 Revisiting the Requirements: the Artifact against the Background of the Solution Objectives""
""5 Evaluation of Business Process Blueprinting: a Case Study on the Application of the Method to the â€œBIOTRONIK Home MonitoringÂ®â€? Service""""5.1 Description of the Service â€œBIOTRONIK Home Monitoring Â®â€? for Implantable Electronic Cardiovascular Devices""; ""5.1.1 Cardiac Rhythm Disorders and their Treatment""; ""5.1.2 The Market of Implantable Electronic Cardiovascular Devices and its Framework Conditions""; ""5.1.3 Monitoring Services for Implantable Electronic Cardiovascular Devices""; ""5.1.4 BIOTRONIK Home MonitoringÂ®""
""5.2 Process Mapping and Analysis using Business Process Blueprinting""""5.2.1 The horizontal Process Chain from the Patientâ€?s Point of View""; ""5.2.2 Visualization of Processes""; ""5.2.3 Analyzing Usage Processes â€? Empowering the Patient""; ""5.2.4 Future Prospects and further Developments in the Light of typical Stages in Industriesâ€? E-transformation""; ""5.3 Summary of the Artifactâ€?s Evaluation""; ""5.3.1 Findings and Suggestions taken from the Case Study""; ""5.3.2 Scientific Quality of the Evaluation and the Benefit of further Studies""
""6 Limitations and Development Perspectives""
"Dissertation Freie UniversitätBerlin, 2013."
Includes bibliographical references.
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.   Contents 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   Target Groups Researchers and students in the field of information systems and marketing Managers involved in business process management and consulting   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.  .
Information technology.
Business—Data processing.
Marketing.
IT in Business.
Marketing.