Abstract
This chapter draws on the methodology for e-service customization presented in chapter 5 and presents a modeling approach for realizing the service customization strategies. The described models are a combination of object-oriented business process and task models, and of fuzzy cognitive maps (FCM) that represent the interrelationships between business process performance and service customization. The modeling approach breaks down business process(es) and e-services components into customization activities and components respectively, and associates their performance indicators with customization strategic objectives. This chapter describes the concepts and models that are developed in each step in order to capture the strategic factors, service characteristics, process tasks and data entities, which are assumed in the customization process, and outlines the advantages of the modeling approach.
TopBusiness Process Modeling For Service Customization
This chapter presents an approach for service customization and business process design based on the integration of Workflow management, Object Oriented (OO) and (FCM) modeling methods. Workflow and OO modeling are used for representing business processes, the workflow and business tasks. Fuzzy cognitive mapping is integrated in process modeling for representing and simulating the impact of business tasks performance on service quality and customization issues and vice versa. Business processes constitute the foundation for facilitating the efficient collaboration of organizational resources and developing of competitive advantage. The term business processes denotes the overall activities that are necessary for the transformation from raw material to a product or service, which will offer value to the consumer. Business process modeling refers to the representation of a collection of interrelated processes, tasks, attributes, resources, the relationships between them etc., which aim at the production of a specific product or service. Modeling can take the form of graphic representation of the domain concepts, it can be mathematically expressed, it can make use of signs and words or a combination of all. Models are used during the whole life time of a business process, by supporting its definition, its reengineering and its continuous improvement. In this chapter, business process modeling is used for facilitating service customization by representing processes, business tasks and associating their performance with services quality.