Managing Business Relationships in E-services Using Business Commitments

  • Haifei Li
  • Jeng Jun-Jang 
  • Henry Chang
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 2444)


With the rapid advancement of e-service technology, there is a need to manage business relationships among business entities such as service providers, service consumers, and internal departments. In this paper, we have proposed a novel approach to business relationship management using business commitments and associated business commitment hubs. Business commitments are commitments related to business issues such as service levels in service agreements, and terms and conditions in procurement contracts. The concept of business commitments has captured the essence of business relationships in eservices. Based on case studies, we have envisioned the need of establishing a business commitment hub to centrally manage the external relationships with trading partners and the internal relationships with internal departments. A language called Business Commitment Language (BCL) has been proposed to specify business commitments. These business commitments are used to monitor and control the execution status of e-services. Conceptually, the business commitment hub has two related subsystems: the active subsystem and the dashboard subsystem. The active subsystem responds to business events received from business entities. The dashboard subsystem visually displays the key data and the execution status of business commitments.


Service Level Agreement Business Relationship Execution Status Business Entity Condition Evaluator 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.


  1. 1.
    Ludwig, H., Keller, A., Dan, A., and King R.: A Service Level Agreement Language for Electronic Services, Proceedings of the 4th International Workshop on Advanced Issues of E-Commerce and Web-based Information Systems (WECWIS 2002), Newport Beach, CA, (2002)Google Scholar
  2. 2.
    Dan, A., Dias, D. M., Kearney, R., Lau, T. C., Nguyen, T. N., Parr, F. N., Sachs, M. W., and Shaikh, H. H.: Business-to-business integration with tpaML and a business-to-business protocol framework, IBM Systems Journal Vol. 40, No. 1, (2001)Google Scholar
  3. 3.
    Kuno, H., “Surveying the E-Services Technical Landscape”, Proceedings of the Second International Workshop on Advance Issues of E-Commerce and Web-Based Information Systems (WECWIS 2000), Milpitas, CA, (2000)Google Scholar
  4. 4.
    Sturm, R., Morris, W., and Jander, M., “Foundations of Service Level Management,” SAMS publishing, Indianapolis, IN, (2000)Google Scholar
  5. 5.
    Kaplan, R. S., Norton, D. P., “The Balanced Scorecard: Translating Strategy into Action,” Harvard Business School Press, Boston, MA, (1996)Google Scholar

Copyright information

© Springer-Verlag Berlin Heidelberg 2002

Authors and Affiliations

  • Haifei Li
    • 1
  • Jeng Jun-Jang 
    • 1
  • Henry Chang
    • 1
  1. 1.IBM Thomas J. Watson Research CenterYorktown HeightsUSA

Personalised recommendations