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Proceedings of the 41st Annual Hawaii International Conference on System Sciences (HICSS 2008) (2008)
Waikoloa, Big Island, Hawaii
Jan. 7, 2008 to Jan. 10, 2008
ISSN: 1530-1605
ISBN: 0-7695-3075-3
pp: 372
ABSTRACT
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.
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CITATION

M. z. Muehlen and D. T. Ho, "Service Process Innovation: A Case Study of BPMN in Practice," Proceedings of the 41st Annual Hawaii International Conference on System Sciences (HICSS 2008)(HICSS), Waikoloa, Big Island, Hawaii, 2008, pp. 372.
doi:10.1109/HICSS.2008.388
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