2014 47th Hawaii International Conference on System Sciences (2008)
Waikoloa, Big Island, Hawaii
Jan. 7, 2008 to Jan. 10, 2008
We describe the application of the Business Process Modeling Notation to the redesign of a service man- agement process in a truck dealership in the N.E. US. After the deployment of a new service management system did not lead to the expected efficiency gains the authors were asked to analyze the as-is service proc- ess, make suggestions for improvement, and simulate the financial impact of the proposed changes. The as-is and to-be process were documented in BPMN, and a BPMN-based simulation tool was used to quantify the effects of process improvement. As an outcome of this project we developed an ini- tial subset of BPMN constructs that were a useful starting point for modeling in a process-unaware do- main with members of the surveyed organization. We found that the deliberate modification of BPMN con- structs allows for the highlighting of common process weaknesses, and we show how an analytical process model changes when it is modified to serve as a simu- lation models.
Michael zur Muehlen, Danny T. Ho, "Service Process Innovation: A Case Study of BPMN in Practice", 2014 47th Hawaii International Conference on System Sciences, vol. 00, no. , pp. 372, 2008, doi:10.1109/HICSS.2008.388