Framework of a process laboratory for the operational control of service processes

Heckl, Diana, Leyer, Michael, Moorann, Jürgen, & Rosemann, Michael (2009) Framework of a process laboratory for the operational control of service processes. In ACIS 2009 Proceedings, AIS Electronic Library (AISeL), Melbourne, VIC, pp. 195-204.

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Service processes such as financial advice, booking a business trip or conducting a consulting project have emerged as units of analysis of high interest for the business process and service management communities in practice and academia. While the transactional nature of production processes is relatively well understood and deployed, the less predictable and highly interactive nature of service processes still lacks in many areas appropriate methodological grounding. This paper proposes a framework of a process laboratory as a new IT artefact in order to facilitate the holistic analysis and simulation of such service processes. Using financial services as an example, it will be shown how such a process laboratory can be used to reduce the complexity of service process analysis and facilitate operational service process control.

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ID Code: 71346
Item Type: Conference Paper
Refereed: No
Divisions: Current > Schools > School of Information Systems
Current > QUT Faculties and Divisions > Science & Engineering Faculty
Copyright Owner: Diana Heckl, Michael Leyer, Jürgen Moormann, and Michael Rosemann] © 2009
Copyright Statement: The authors assign to ACIS
and educational and non-profit institutions a non-exclusive licence to use this document for personal use and in
courses of instruction provided that the article is used in full and this copyright statement is reproduced. The
authors also grant a non-exclusive licence to ACIS to publish this document in full in the Conference Papers and
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Deposited On: 12 May 2014 04:20
Last Modified: 06 Jun 2014 03:16

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