Exploring the Representation of Complex Processes in Information Intensive Services
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Authors
Apte, Uday
Karmarkar, Uday
Kieliszewski, Cheryl
Leung, Ying Tat
Subjects
service modeling
business process modeling
modeling framework
business process modeling
modeling framework
Advisors
Date of Issue
2011-11-03
Date
Publisher
IBM
Language
Abstract
It is well known that Information-Intensive Services (IIS), such as financial services, information technology services, healthcare, telecommunications and broadcasting, and education have shown some of the highest growth rates in the service sector of the US economy. In such services, the business processes are often complex, involving a number of different parties. For example, multiple people from both the service supplier and the customer participate to co-produce a desired service outcome. Through a few case studies, we observe a set of common characteristics of such complex service processes. To obtain a systematic understanding of such processes, we explore the possibility of applying existing modelling or representation frameworks and evaluate them based on how well they address the characteristics of complex processes in IIS as well as other analysis requirements.
Type
Report
Description
The article of record as published may be found at https://www.inderscienceonline.com/doi/abs/10.1504/IJSOI.2012.048815.
Series/Report No
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NPS Report Number
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Format
48 p.
Citation
Apte, Uday, et al. "Exploring the representation of complex processes in information-intensive services." International Journal of Services Operations and Informatics 7.1 (2012): 52-78.
Apte, Uday, et al. "Exploring the Representation of Complex Processes in Information Intensive Services." IBM Research Report (preprint) (2011).
Apte, Uday, et al. "Exploring the Representation of Complex Processes in Information Intensive Services." IBM Research Report (preprint) (2011).
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This publication is a work of the U.S. Government as defined in Title 17, United States Code, Section 101. Copyright protection is not available for this work in the United States.