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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)

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.

Keywords

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.

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Copyright information

© Springer-Verlag Berlin Heidelberg 2002

Authors and Affiliations

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

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