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Business Process Blueprinting A Method for Customer Oriented Business Process Modeling 1st Edition by Michael Hewing ISBN 9783658037291 3658037296

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Business Process Blueprinting A Method for Customer Oriented Business Process Modeling 1st Edition Michael Hewing (Auth.) Digital Instant Download

Author(s): Michael Hewing (auth.)
ISBN(s): 9783658037291, 3658037296
Edition: 1
File Details: PDF, 3.59 MB
Year: 2014
Language: english
SKU: EB-4380658 Category: Tag:

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Product details:
ISBN 10: 3658037296
ISBN 13: 9783658037291
Author: Michael Hewing

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.
 

Business Process Blueprinting A Method for Customer Oriented Business Process Modeling 1st Edition Table of contents:

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 Customer’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 Pro

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 – Design of a Method for an extended View on Customer Processes in B

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 Activ

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

5.1 Description of the Service “BIOTRONIK Home Monitoring ®” for Implantable Electronic Cardiov

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 Monitoring®

5.2 Process Mapping and Analysis using Business Process Blueprinting

5.2.1 The horizontal Process Chain from the Patient’s Point of View

5.2.2 Visualization of Processes

5.2.3 Analyzing Usage Processes – Empowering the Patient

5.2.4 Future Prospects and further Developments in the Light of typical Stages in Industries’ E-tr

5.3 Summary of the Artifact’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

6.1 Limitations of Research

6.2 Development Perspectives: Illustrating the Method as a Toolkit

6.2.1 Enhancing Existing Cost Management Tools Towards an Integrated Process Revenue and Cost Manage

6.2.2 Adaptive Case Management for the Analysis of Usage Processes

6.3 Outlook

7 Conclusion

Appendix

References

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Michael Hewing,Business Process Blueprinting,Customer Oriente