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|a 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 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 Processes
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|a 3.1.3 The Need for a substantiated Process View on the Customer3.2 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 BPM; 4.1 Business Process Blueprinting: the Combination of two Disciplines; 4.1.1 Deriving a Method for a customer-integrated View on Processes
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|a 4.1.2 Capturing Usage Processes: Enhancement of Business Process Blueprinting towards Customer Activities4.2 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 "BIOTRONIK Home Monitoring®" Service; 5.1 Description of the Service "BIOTRONIK Home Monitoring ®" for Implantable Electronic Cardiovascular Devices; 5.1.1 Cardiac Rhythm Disorders and their Treatment
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|a 5.1.2 The Market of Implantable Electronic Cardiovascular Devices and its Framework Conditions5.1.3 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-transformation; 5.3 Summary of the Artifact's Evaluation
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|a 5.3.1 Findings and Suggestions taken from the Case Study5.3.2 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 Management; 6.2.2 Adaptive Case Management for the Analysis of Usage Processes; 6.3 Outlook; 7 Conclusion; Appendix; References
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|a 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. .
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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 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 Processes, 3.1.3 The Need for a substantiated Process View on the Customer3.2 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 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 Activities4.2 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 "BIOTRONIK Home Monitoring®" Service; 5.1 Description of the Service "BIOTRONIK Home Monitoring ®" 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 Conditions5.1.3 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-transformation; 5.3 Summary of the Artifact's Evaluation, 5.3.1 Findings and Suggestions taken from the Case Study5.3.2 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 Management; 6.2.2 Adaptive Case Management for the Analysis of Usage Processes; 6.3 Outlook; 7 Conclusion; Appendix; 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. . |
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Hewing, Michael (DE-588)1043571841 (DE-627)770682758 (DE-576)395109248 aut, Business Process Blueprinting A Method for Customer-Oriented Business Process Modeling by Michael Hewing, Wiesbaden Springer Fachmedien Wiesbaden 2014, Online-Ressource (XVII, 229 p. 38 illus. in color, online resource), Text txt rdacontent, Computermedien c rdamedia, Online-Ressource cr rdacarrier, SpringerLink Bücher, Description based upon print version of record, 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 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 Processes, 3.1.3 The Need for a substantiated Process View on the Customer3.2 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 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 Activities4.2 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 "BIOTRONIK Home Monitoring®" Service; 5.1 Description of the Service "BIOTRONIK Home Monitoring ®" 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 Conditions5.1.3 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-transformation; 5.3 Summary of the Artifact's Evaluation, 5.3.1 Findings and Suggestions taken from the Case Study5.3.2 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 Management; 6.2.2 Adaptive Case Management for the Analysis of Usage Processes; 6.3 Outlook; 7 Conclusion; Appendix; 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. ., Economics, Management information systems, Economics/Management Science, Marketing, Business—Data processing., Information technology., s (DE-588)4061963-1 (DE-627)104665327 (DE-576)209142006 Unternehmen gnd, s (DE-588)4316837-1 (DE-627)126722390 (DE-576)211187038 Kundenorientierung gnd, s (DE-588)4353072-2 (DE-627)181245221 (DE-576)211545635 Prozessmanagement gnd, DE-101, Berlin uvp, 9783658037284, Druckausg. Hewing, Michael Business Process Blueprinting Wiesbaden : Springer Gabler, 2014 XIV, 229 S. (DE-627)1607414147 (DE-576)401108910 9783658037284 3658037288, https://doi.org/10.1007/978-3-658-03729-1 X:SPRINGER Verlag Volltext, http://dx.doi.org/10.1007/978-3-658-03729-1 Resolving-System Volltext, https://swbplus.bsz-bw.de/bsz395819296cov.jpg V:DE-576 X:springer image/jpeg 20150305121116 Cover, (DE-627)771694121, http://dx.doi.org/10.1007/978-3-658-03729-1 DE-Ch1, DE-Ch1 epn:3362451683 2013-12-11T14:05:01Z, http://dx.doi.org/10.1007/978-3-658-03729-1 DE-Zwi2, DE-Zwi2 epn:3362451705 2013-12-06T12:51:28Z, http://dx.doi.org/10.1007/978-3-658-03729-1 DE-520, DE-520 epn:336245173X 2014-12-11T14:48:41Z |
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Hewing, Michael, Business Process Blueprinting: A Method for Customer-Oriented Business Process Modeling, 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 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 Processes, 3.1.3 The Need for a substantiated Process View on the Customer3.2 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 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 Activities4.2 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 "BIOTRONIK Home Monitoring®" Service; 5.1 Description of the Service "BIOTRONIK Home Monitoring ®" 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 Conditions5.1.3 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-transformation; 5.3 Summary of the Artifact's Evaluation, 5.3.1 Findings and Suggestions taken from the Case Study5.3.2 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 Management; 6.2.2 Adaptive Case Management for the Analysis of Usage Processes; 6.3 Outlook; 7 Conclusion; Appendix; 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. ., Economics, Management information systems, Economics/Management Science, Marketing, Business—Data processing., Information technology., Unternehmen, Kundenorientierung, Prozessmanagement |
| swb_id_str |
395819296 |
| title |
Business Process Blueprinting: A Method for Customer-Oriented Business Process Modeling |
| title_auth |
Business Process Blueprinting A Method for Customer-Oriented Business Process Modeling |
| title_full |
Business Process Blueprinting A Method for Customer-Oriented Business Process Modeling by Michael Hewing |
| title_fullStr |
Business Process Blueprinting A Method for Customer-Oriented Business Process Modeling by Michael Hewing |
| title_full_unstemmed |
Business Process Blueprinting A Method for Customer-Oriented Business Process Modeling by Michael Hewing |
| title_short |
Business Process Blueprinting |
| title_sort |
business process blueprinting a method for customer oriented business process modeling |
| title_sub |
A Method for Customer-Oriented Business Process Modeling |
| title_unstemmed |
Business Process Blueprinting: A Method for Customer-Oriented Business Process Modeling |
| topic |
Economics, Management information systems, Economics/Management Science, Marketing, Business—Data processing., Information technology., Unternehmen, Kundenorientierung, Prozessmanagement |
| topic_facet |
Economics, Management information systems, Economics/Management Science, Marketing, Business—Data processing., Information technology., Unternehmen, Kundenorientierung, Prozessmanagement |
| url |
https://doi.org/10.1007/978-3-658-03729-1, http://dx.doi.org/10.1007/978-3-658-03729-1, https://swbplus.bsz-bw.de/bsz395819296cov.jpg |
