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Operational control of service processes: modularization as precondition

Published: 08 March 2009 Publication History

Abstract

Managing business processes includes among others the normative, strategic, and operational control of processes. In case of a process performance deviation beyond a defined bandwidth, the process manager searches for short-term improvements within the operational control. However, the decision about improvements is limited because of the customer integration in the type of service processes. In this paper the modularization technique will be analyzed as a tool for eliminating the intense customer influence and for structuring the service process. For illustration purposes the loan approval process of a bank will be modularized and the modularization technique as precondition for the operational control will be discussed.

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Cited By

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  • (2015)Modularizing product extension servicesComputers and Industrial Engineering10.1016/j.cie.2015.03.01385:C(186-195)Online publication date: 1-Jul-2015
  • (2012)A method for matching customer integration with operational control of service processesManagement Research Review10.1108/0140917121127693635:11(1046-1069)Online publication date: 28-Sep-2012

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    cover image ACM Conferences
    SAC '09: Proceedings of the 2009 ACM symposium on Applied Computing
    March 2009
    2347 pages
    ISBN:9781605581668
    DOI:10.1145/1529282
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    Published: 08 March 2009

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    Author Tags

    1. modularization
    2. operational process control
    3. process model design

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    March 8, 2009 - March 12, 2008
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    View all
    • (2015)Modularizing product extension servicesComputers and Industrial Engineering10.1016/j.cie.2015.03.01385:C(186-195)Online publication date: 1-Jul-2015
    • (2012)A method for matching customer integration with operational control of service processesManagement Research Review10.1108/0140917121127693635:11(1046-1069)Online publication date: 28-Sep-2012

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