Serviceflow Beyond Workflow? Concepts and Architectures for Supporting Inter-Organizational Service Processes

  • Ingrid Wetzel
  • Ralf Klischewski
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 2348)


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.


Service Process Customer Relationship Management Customer Orientation Background Process Provider Network 
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.


  1. 1.
    van der Aalst, W.M.P.: Process-oriented Architectures for Electronic Commerce and Interorganizational Workflow. In: Information Systems, 24(8), (2000) pp. 639–671CrossRefGoogle Scholar
  2. 2.
    van der Aalst, W.M.P., Jablonski, S.: Dealing with Workflow Change: Identification of Issues and Solutions. International Journal of Computer Systems, Science, and Engineering 15(5), (2000) pp. 267–276Google Scholar
  3. 3.
    van der Aalst, W.M.P. and Kumar, A.: XML Based Schema Definition for Support of Inter-organizational Workflow. University of Colorado and Eindhoven University of Technology Report. (2001)
  4. 4.
    Alt, R., Puschmann, T., Reichmayr, C: Strategies for Business Networking. In: Hubert Österle, Elgar Fleisch, Rainer Alt (eds): Business Networking-Schaping Collaboration Between Enterprises, Springer-Verlag. (2001) pp. 89–11Google Scholar
  5. 5.
    Casati, F., Ilnicki, S., Jin, L.-J., Krishnamoorthy, V., Shan, M.-C: eFlow: a Platform for Developing and Managing Composite e-Services. HP Labs Technical Reports HPL-2000-36 (2000)
  6. 6.
    Christophide, V., Hull, R., Kumar, A., Simeon, J.: Workflow Mediation using VorteXML, Data Engineering 24(1), March (2001)Google Scholar
  7. 7.
    Gabbot, M., Hogg, G.: Consumers and Services, John Wiley & Sons, Chicester, (1998)Google Scholar
  8. 8.
    Grefen, P., Aberer, K., Ludwig, H., Hoffner, Y.: CrossFlow: Cross-Organizational Workflow Management for Service Outsourcing in Dynamic Virtual Enterprises. Data Engineering, Vol. 24, No. 1, March (2001)Google Scholar
  9. 9.
    Gutek, B., The Dynamics of Service, Jossey-Bass Publishers, San Francisco (1995)Google Scholar
  10. 10.
    Gutek, B., Welsh, T.: The Brave New Service Strategy: Aligning Customer Relationships, Market Strategies, and Business Structures, Amacom, (2000)Google Scholar
  11. 11.
    Harrison, S., Dourish, P.: Re-Place-ing Space: The Roles of Place and Space in Collaborative Systems, Proceedings CSCW’96, pp. 67–76 (1996)Google Scholar
  12. 12.
    Hoque, F.: e-Enterprise-Business Models, Architecture, and Components. Cambridge University Press (2001)Google Scholar
  13. 13.
    Klischewski, R., Wetzel, I.: Serviceflow Management for Health Provider Networks. Information Age Economy. Proceedings 5th International Conference Wirtschaftsinformatik (Business Information Systems). Physica, Heidelberg, (2001) pp. 161–174Google Scholar
  14. 14.
    Klischewski, Ralf; Wetzel, Ingrid, XML-based Process Representation for e-Government Serviceflows, Schmid, B., et al. (ed.): Towards the E-Society: E-commerce, E-business, and E-government (BE 2001, IFIP). Dordrecht: Kluwer, 2001, pp. 789–802, (2001)Google Scholar
  15. 15.
    Klischewski, R., Wetzel, I., Bahrami, A.: Modeling Serviceflow. In print: Proc. of the 1st International Conference on Information Systems Technology and its Applications (ISTA). Kharkiv, Ukraine, June, (2001)Google Scholar
  16. 16.
    Klischewski, R., Wetzel, I.: Serviceflow Management: Caring for the Citizen’s Concern in Designing E-Government Transaction Processes, to appear in HICSS‘35 (Hawaii International Conference on Systems Sciences), (2002)Google Scholar
  17. 17.
    Kumar, A., Zhao, J.L.: Workflow Support for Electronic Commerce Applications, (1999)
  18. 18.
    Lazcano, A., Alonso, G., Schuldt, H., Schuler, C: The WISE approach to Electronic Commerce. International Journal of Computer Systems Science & Engineering, special issue on Flexible Workflow Technology Driving the Networked Economy, Vol. 15, No. 5, September (2000)Google Scholar
  19. 19.
    Merz, M.: E-Commerce und E-Business. Marktmodelle, Anwendungen und Technologien, Springer Verlag, (1999)Google Scholar
  20. 20.
    Mintzberg, H.: The Structuring of Organizations, Prentice-Hall, (1979)Google Scholar
  21. 21.
    Österle, H., Fleisch, E., Alt, R. (eds): Business Networking-Shaping Collaboration Between Enterprises. Springer-Verlag (2001)Google Scholar
  22. 22.
    Schmid, R.E., Bach, V., Österle, H.: Mit customer Relationship Management zum Prozessportal. In: Bach, V., Österle, H. (eds), Customer Relationship Management in der Praxis. Springer (2000)Google Scholar
  23. 23.
    Shegalov, G., Gillmann, M., Weikum, G.: XML-enabled Workflow Management for E-Services across Heterogeneous Platforms. VLDB Journal 10(1), (2001) pp. 91–103zbMATHGoogle Scholar
  24. 24.
    Suchman, L.: Plans and Situated Actions. The Problem of Human-Machine Communication. Cambridge (NY), Cambridge University Press (1987)Google Scholar

Copyright information

© Springer-Verlag Berlin Heidelberg 2002

Authors and Affiliations

  • Ingrid Wetzel
    • 1
  • Ralf Klischewski
    • 1
  1. 1.Department for InformaticsHamburg UniversityHamburgGermany

Personalised recommendations