TY - GEN
T1 - Service process innovation
T2 - 41st Annual Hawaii International Conference on System Sciences 2008, HICSS
AU - Zur Muehlen, Michael
AU - Ho, Danny T.
PY - 2008
Y1 - 2008
N2 - We describe the application of the Business Process Modeling Notation to the redesign of a service management process in a truck dealership in the N.E. US. After the deployment of a new service management system did not lead to the expected efficiency gains the authors were asked to analyze the as-is service process, make suggestions for improvement, and simulate the financial impact of the proposed changes. The as-is and to-be process were documented in BPMN, and a BPMN-based simulation tool was used to quantify the effects of process improvement. As an outcome of this project we developed an initial subset of BPMN constructs that were a useful starting point for modeling in a process-unaware domain with members of the surveyed organization. We found that the deliberate modification of BPMN constructs allows for the highlighting of common process weaknesses, and we show how an analytical process model changes when it is modified to serve as a simulation models.
AB - We describe the application of the Business Process Modeling Notation to the redesign of a service management process in a truck dealership in the N.E. US. After the deployment of a new service management system did not lead to the expected efficiency gains the authors were asked to analyze the as-is service process, make suggestions for improvement, and simulate the financial impact of the proposed changes. The as-is and to-be process were documented in BPMN, and a BPMN-based simulation tool was used to quantify the effects of process improvement. As an outcome of this project we developed an initial subset of BPMN constructs that were a useful starting point for modeling in a process-unaware domain with members of the surveyed organization. We found that the deliberate modification of BPMN constructs allows for the highlighting of common process weaknesses, and we show how an analytical process model changes when it is modified to serve as a simulation models.
UR - http://www.scopus.com/inward/record.url?scp=45849113252&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=45849113252&partnerID=8YFLogxK
U2 - 10.1109/HICSS.2008.388
DO - 10.1109/HICSS.2008.388
M3 - Conference contribution
AN - SCOPUS:45849113252
SN - 0769530753
SN - 9780769530758
T3 - Proceedings of the Annual Hawaii International Conference on System Sciences
BT - Proceedings of the 41st Annual Hawaii International Conference on System Sciences 2008, HICSS
Y2 - 7 January 2008 through 10 January 2008
ER -