Business Process Blueprinting A Method for Customer-Oriented Busines
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
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Michael Hewing
Business Process Blueprinting A Method for Customer-Oriented Business Process Modeling
Michael Hewing Berlin, Germany
Dissertation Freie Universität Berlin, 2013 D 188 Printing subsidy by the Ernst Reuter Foundation, Freie Universität Berlin
ISBN 978-3-658-03728-4 DOI 10.1007/978-3-658-03729-1
ISBN 978-3-658-03729-1 (eBook)
The Deutsche Nationalbibliothek lists this publication in the Deutsche Nationalbibliografie; detailed bibliographic data are available in the Internet at http://dnb.d-nb.de. Library of Congress Control Number: 2013950135 Springer Gabler © Springer Fachmedien Wiesbaden 2014 This work is subject to copyright. All rights are reserved by the Publisher, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed. Exempted from this legal reservation are brief excerpts in connection with reviews or scholarly analysis or material supplied specifically for the purpose of being entered and executed on a computer system, for exclusive use by the purchaser of the work. Duplication of this publication or parts thereof is permitted only under the provisions of the Copyright Law of the Publisher’s location, in its current version, and permission for use must always be obtained from Springer. Permissions for use may be obtained through RightsLink at the Copyright Clearance Center. Violations are liable to prosecution under the respective Copyright Law. The use of general descriptive names, registered names, trademarks, service marks, etc. in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use. While the advice and information in this book are believed to be true and accurate at the date of publication, neither the authors nor the editors nor the publisher can accept any legal responsibility for any errors or omissions that may be made. The publisher makes no warranty, express or implied, with respect to the material contained herein. Printed on acid-free paper Springer Gabler is a brand of Springer DE. Springer DE is part of Springer Science+Business Media. www.springer-gabler.de
Dedicated to my parents
Foreword The approach to understand companies as complex systems of business processes has become a central theme of Information Systems and a major instrument to reflect and solve business challenges. Process models are the fundaments of Business Process Management and crucial to understand, analyze and design processes. Therefore it is quite surprising and astonishing, that the processes of the customer are just sparely considered in science and practice. Although customer orientation is seen as one of the most essential aspects
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