Business Integration Model in Services Sector SMEs

Business Integration Model in Services Sector SMEs

Snežana Pantelic (The Mihailo Pupin Institute, Serbia)
DOI: 10.4018/978-1-61520-969-9.ch024


The objective of this chapter is to show the importance of integration business processes and information systems for service sector SMEs and to present an opportunity of synchronous and simultaneous development of both business process integration (BPI) and enterprise information system (EIS) utilizing the introduced Business Integration Model (BIM). BIM approach is based on modeling core business processes, which are supported by modern IS. Process centric and customer centric modern organization relies on enterprise management standards like ISO 9000 family. The task is to achieve the business goal of the process measured by defined Key Performance Indicator (KPI) and to improve the processes continually. The presented “Autotransport” case describes BIM design and implementation for the core process “Transport services management.” The critical factor of the success of implementation of Business Integration Model (BIM) is undoubtedly readiness of employees to accept a process approach in the execution of their tasks.

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