# Service Process Modeling in Practice: A Case Study in an Automotive Repair Service Provider
## 2 Theoretical Considerations
Some studies have focused on the impact of process modeling on specific operational metrics, such as productivity [56], cycle time [57], and error rates [58], while others have investigated the relationship between quality management practices and customer satisfaction and loy ality [59]. Additionally, several studies have examined the financial implications of process modeling and quality management, such as cost reduction, revenue growth, and profitability. While the specific results and dimensions explored can vary depending on the context, industry, and research methods employed, there is a consensus on the positive impact of these approaches on organizational performance. In the context of globalization, strategic collaboration has become increasingly important for driving innovation and maintaining competitiveness [60]. The literature on innovation highlights two main approaches: the systemic approach, which emphasizes the broader innovation system, and the networks and inter-organizational relationships approach, which focuses on the role of collaboration between firms [60]. The latter approach supports the idea that innovation is not a linear process within a single firm but rather an evolutionary, non-linear, and interactive process established between the firm and its external environment [60]. As [60] argues, a wide range of agents, together with the firm's assets, contribute to acquiring external resources, knowledge, and information essential for developing productive and innovative activities. Relationships with science partners have a crucial role in promoting cooperation in innovative practices and stimulating product innovation [60]. These concepts are highly relevant to the automotive industry, where collaboration is increasingly important for developing new technologies and service solutions. For example, automotive service providers can collaborate with technology companies to develop advanced diagnostic tools, with parts manufacturers to optimize supply chains, or with online platforms to enhance customer service and engagement. By embracing strategic collaboration, automotive service organizations can foster innovation in their service processes, improve efficiency, and enhance customer satisfaction. While the literature provides a valuable foundation for understanding service processes and performance in the automotive industry, several critical gaps remain unaddressed. First, there is a lack of research that specifically and in detail explores how to model service processes to improve performance in this sector. Most studies focus on general aspects of quality management or process optimization without addressing the particularities of after-sales services in the automotive industry. Second, most studies analyze service processes in isolation, without considering the interdependencies between them and their cumulative impact on performance. Third, although there is research on process modeling in other industries, there is a need for specific studies that address the challenges and particularities of the automotive industry. Finally, many scientific papers remain at a theoretical level, without providing concrete and applicable guidance for managers and practitioners in automotive service. This study aims to make an original contribution by:  
_Taking an integrated perspective_: Analyzing service processes in a holistic way, considering their interconnections and their impact on overall performance. _Focusing specifically on the automotive industry:_ Investigating the specific challenges and opportunities of the automotive sector and proposing context-specific solutions. _Providing practical recommendations:_ Translating research results into concrete and applicable measures to improve performance in automotive service. By addressing these gaps, this study provides valuable insights for both academics and practitioners in the automotive industry.