Customer-oriented business process management: Vision and obstacles

Tiziana Margaria, Steve Boßelmann, Markus Doedt, Barry D. Floyd, Bernhard Steffen

Research output: Chapter in Book/Report/Conference proceedingChapterpeer-review

Abstract

The role of ERP systems is to add value to customers through efficient processing of an organization's transactions (note that we consider transactions in a broad sense to include such events such as communication exchanges with customers and vendors) and data associated with those transactions. They also provide a platform for critical added value services and for the integration of business processes often well beyond a single organization's borders. Difficulties arise when ERP systems become monolithic, unable to respond to changes that impact the critical interests of the ERP user. Re-engineered systems which allow strong user-driven and dynamic redesign of business processes are an important goal in today's rapidly changing business environment. To tame the complexity of achieving this goal, we need new methods and guidelines on how to develop the necessary modules, how to fit them into legacy environments and platforms, and how to empower users to master their business needs with their help. This chapter addresses critical issues in the quest for a new generation of agile plug-and-play service oriented ERP systems.

Original languageEnglish
Title of host publicationConquering Complexity
PublisherSpringer-Verlag London Ltd
Pages407-429
Number of pages23
ISBN (Electronic)9781447122975
ISBN (Print)9781447122968
DOIs
Publication statusPublished - 1 Jan 2012
Externally publishedYes

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