Collaborative process-oriented service productivity management (KollaPro) will identify the critical success factors for BPM in service networks and will develop a toolkit that service organizations can use to assess and advance their collaborative BPM capability. The services sector has experienced a remarkable growth in most advanced economies over the last decades. The performance of service processes is measured in terms of productivity; a concept which is well understood in the context of manufacturing but still seems underdeveloped with regard to services. Here, the need to develop new instruments to manage and improve productivity is evident. As service organizations increasingly find themselves becoming part of service networks created through complex sets of relationships with customers and other stakeholders, including external opinions, perspectives, and experiences into service process design appears to be imperative for reaching a higher level of service productivity. In this view, service processes can be regarded as cross-organizational and thus call for collaborative BPM.
Core Topics of Software AG:
Project duration: September 2010 - August 2013