Serviceflow Beyond Workflow? Concepts and Architectures for Supporting Inter-organizational Service Processes

摘要

With Serviceflow Management we put the service nature of inter-organizational processes into the center of modeling, design and architectures. The underlying conceptual distinction between the serviceflow, the portion of the process where the customer's concern is evaluated and cared for, and background processes, guides in (1) provides as well as designers to focus on service design and delivery, (2) to provide support for serviceflows with enhanced flexibility and service configuration and (3) to design service points where service workers and customers "meet". By this, the original workflow metaphor, which directs the design of process support from a mass production point of view, is questioned and replaced by a more suitable concept, which considers social and quality aspects in service delivery. Instance-based XML process representations and generic components and architectures for their exchange and for the provision of service tasks are presented, discussed, and exemplified by an e-health process.