Serviceflow beyond workflow? IT support for managing inter-organizational service processes

摘要

The designing of IT support for the management of inter-organizational service processes inherits the full complexity of aspects dealt with in approaches altering, automating, and supporting these processes in general―and it needs to go beyond. As customer concerns, especially in long-lasting processes, may change over time, support has to provide flexible service, adjustments among different providers, and opportunities to care for the customer. With serviceflow management (SFM) we argue in favor of putting these service-related aspects in the center of modeling, design and architectures. Its conceptual distinction between the serviceflow (as the portion of the process where the customer's concern is evaluated and cared for) and background processes enables SFM (1) to guide providers 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 suggest the design of service points where service workers and customers "meet". Thus 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, generic components and architectures for their exchange as well as for the provision of service tasks are presented and discussed, exemplified by an e-health process.