To main content

Can Business Process Management Benefit from Service Journey Modelling Language?

Abstract

Business process management aims to align the business processes of an organisation with customers' needs. Doing this is of particular importance for services and requires a good understanding of interactions among the stakeholders involved in service provision and consumption. Several business modelling languages have been proposed, such as Business Process Modelling Notation (BPMN), Business Process Executable Language (BPEL) and Web Services Choreography Description Language (WS-CDL). Although these languages provide good support for process modelling, their consideration of the customer’s point of view seems to be insufficient. On the other hand, visualisations of customer journeys for the purpose of conceptualisation of new services have been successfully used in the area of service design. Our hypothesis is that a visual language presenting the customer journey through a service might be useful for aligning business processes of service providers with customers' needs and, in turn, contribute to the delivery of better services. We propose Service Journey Modelling Language (SJML) and report our first experience with it.

Category

Academic chapter/article/Conference paper

Client

  • Research Council of Norway (RCN) / 219606

Language

English

Author(s)

Affiliation

  • SINTEF Digital / Software and Service Innovation

Year

2013

Publisher

International Academy, Research and Industry Association (IARIA)

Book

ICSEA 2013, The Eighth International Conference on Software Engineering Advances, October 27 - November 1, 2013, Venice, Italy

ISBN

978-1-61208-304-9

Page(s)

579 - 582

View this publication at Cristin