Paper Info
Title
Serviceflow Beyond Workflow? Concepts and Architectures for Supporting Inter-organizational Service Processes
Abstract
With Serviceflow Management we put the service nature of inter-organizational processes into the center of modeling, design and architectures. The underlying conceptual distinction between the serviceflow, the portion of the process where the customer's concern is evaluated and cared for, and background processes, guides in (1) providers as well as designers to focus on service design and delivery, (2) to provide support for serviceflows with enhanced flexibility and service configuration and (3) to design service points where service workers and customers "meet". By this, the original workflow metaphor, which directs the design of process support from a mass production point of view, is questioned and replaced by a more suitable concept, which considers social and quality aspects in service delivery. Instance-based XML process representations and generic components and architectures for their exchange and for the provision of service tasks are presented, discussed, and exemplified by an e-health process.
Year
DOI
Venue
2002
10.1007/3-540-47961-9_35
CA(i)SE
Keywords
Field
DocType
service configuration,serviceflow beyond workflow,e-health process,service delivery,instance-based xml process representation,background process,inter-organizational service processes,service task,service point,service worker,service nature,service design,mass production
Service design,Customer relationship management,World Wide Web,Service quality,Systems engineering,Computer science,Differentiated service,Background process,Service level requirement,Workflow,Service delivery framework,Process management
Conference
ISBN
Citations 
PageRank 
3-540-43738-X
21
2.15
References 
Authors
11
2
Name
Order
Citations
PageRank
Ingrid Wetzel117646.90
Ralf Klischewski239046.34