TY - GEN
T1 - Understanding the value of business process configuration
AU - Carroll, Noel
AU - Whelan, Eoin
AU - Richardson, Ita
PY - 2010
Y1 - 2010
N2 - In order to deliver effective services, providers are being advised to 'innovate' their service delivery systems. Innovation in this context often refers to technology, technique or restructuring improvements. However, the difficulty is that in the modern organisation, service delivery is dispersed across a complex network of numerous departments and units. There are greater pressures on organisational service systems to deliver a higher quality and more efficient service. Management must attempt to develop a greater understanding of organisational process and where improvements may be made using business process management (BPM). The network approach ultimately makes service innovations more difficult to implement. Thus, the purpose of this study is to investigate how service innovation is managed across a service network. Specifically, we examine the effectiveness of a technique called 'social network analysis' (SNA) in extending business process management to enhance the manageability of network based services. This paper sets out to provide a state of the art literature review on the short fallings of our ability to understand what triggers business value. It examines the effects of our inability to understand the influence of business process behaviour on service innovation. It also provides a conceptual account of how SNA can be a powerful tool for managers to understand organisational network performance and service interaction (e.g. behavioural, functional, and structural).
AB - In order to deliver effective services, providers are being advised to 'innovate' their service delivery systems. Innovation in this context often refers to technology, technique or restructuring improvements. However, the difficulty is that in the modern organisation, service delivery is dispersed across a complex network of numerous departments and units. There are greater pressures on organisational service systems to deliver a higher quality and more efficient service. Management must attempt to develop a greater understanding of organisational process and where improvements may be made using business process management (BPM). The network approach ultimately makes service innovations more difficult to implement. Thus, the purpose of this study is to investigate how service innovation is managed across a service network. Specifically, we examine the effectiveness of a technique called 'social network analysis' (SNA) in extending business process management to enhance the manageability of network based services. This paper sets out to provide a state of the art literature review on the short fallings of our ability to understand what triggers business value. It examines the effects of our inability to understand the influence of business process behaviour on service innovation. It also provides a conceptual account of how SNA can be a powerful tool for managers to understand organisational network performance and service interaction (e.g. behavioural, functional, and structural).
UR - http://www.scopus.com/inward/record.url?scp=84874225117&partnerID=8YFLogxK
M3 - Conference contribution
AN - SCOPUS:84874225117
SN - 9783885792710
T3 - INFORMATIK 2010 - Business Process and Service Science, Proceedings of ISSS and BPSC
SP - 153
EP - 167
BT - INFORMATIK 2010 - Business Process and Service Science, Proceedings of ISSS and BPSC
T2 - 2nd International Symposium on Services Science, ISSS 2010 and 3rd International Conference on Business Process and Services Computing, BPSC 2010 - INFORMATIK 2010
Y2 - 27 September 2010 through 1 October 2010
ER -