SMARTER CITIES SMARTER SERVICES Marie-Therese Christiansson  Assistant Professor/Senior Lecturer  Karlstad University COMM...
A COMMON PROCESS MODEL A GUIDE FOR MUNICIPALITIES FROM SMART CITIES
BUSINESS PROCESS MANAGEMENT Process monitored Process evaluated & improved Process established  Process mapped Process ” i...
BUSINESS PROCESS VIEW A FOCUS ON SERVICE PERFORMANCE
E-SERVICE DEVELOPMENT   A HOLISTIC APPROACH Business  strategy IT Business processes  Ability to provide  and prioritize e...
THE COMMON PROCESS MODEL <ul><li>Preconditions  </li></ul><ul><li>basics and values in process orientation </li></ul><ul><...
THE COMMON PROCESS MODEL <ul><li>Directives  </li></ul><ul><li>the process of process mapping </li></ul><ul><ul><li>publis...
Business Process  Modeling  Notation - BPMN
IMPROVING BUSINESS PERFORMANCE WITH E-SERVICE SOLUTIONS <ul><li>Organisations focusing more on the  ‘ e ’  than on the  ‘ ...
THE COMMON PROCESS MODEL KARLSTAD APPROACH <ul><li>A model grounded in theory and in practice </li></ul><ul><ul><li>resear...
THE COMMON PROCESS MODEL KARLSTAD APPROACH <ul><li>To be employed in major as well as minor efforts  </li></ul><ul><li>To ...
<ul><li>Christiansson, M-T (2011) Improving business processes and delivering better e-services - a guide for municipaliti...
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The Common Process Model - a Focus on Service Performance

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Business processes are key to providing, performing, delivering and evaluating e-services. Focus on business processes means a holistic view on e-services. The Common Process Model comprises a set of preconditions and methodologies for mapping business processes in order to identify, measure and improve the performance of the business processes that make up your e-service solutions. Experiences of employees from the municipality of Karlstad and contributions from local authorities in Edinburgh, Groningen, Kortrijk, Kristiansand and Lillesand have established a common ground to enable work on processes in a logical, strategic and self-reflective manner.

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  • (Hammer, 1993; Davenport, 1993)
  • The Common Process Model - a Focus on Service Performance

    1. 1. SMARTER CITIES SMARTER SERVICES Marie-Therese Christiansson Assistant Professor/Senior Lecturer Karlstad University COMMON PROCESS MODEL - a Focus on Service Performance
    2. 2. A COMMON PROCESS MODEL A GUIDE FOR MUNICIPALITIES FROM SMART CITIES
    3. 3. BUSINESS PROCESS MANAGEMENT Process monitored Process evaluated & improved Process established Process mapped Process ” invisible ” Karlstad Kortrijk Lillesand Edinburgh Groningen Kristiansand
    4. 4. BUSINESS PROCESS VIEW A FOCUS ON SERVICE PERFORMANCE
    5. 5. E-SERVICE DEVELOPMENT A HOLISTIC APPROACH Business strategy IT Business processes Ability to provide and prioritize e-Services Ability to perform e-Services Ability to design and deliver e-Service solutions
    6. 6. THE COMMON PROCESS MODEL <ul><li>Preconditions </li></ul><ul><li>basics and values in process orientation </li></ul><ul><li>Roles </li></ul><ul><li>to facilitate and perform process mapping, to communicate/publish/maintain process descriptions, to perform/improve business processes </li></ul><ul><li>Concepts </li></ul><ul><li>t o work with processes uniformly </li></ul>
    7. 7. THE COMMON PROCESS MODEL <ul><li>Directives </li></ul><ul><li>the process of process mapping </li></ul><ul><ul><li>published in a “ clickable ” map accessible via intranet and process mapping tools </li></ul></ul><ul><li>concepts and constructions in process descriptions </li></ul><ul><li>Guidelines </li></ul><ul><li>motives, use, scope, measurements… </li></ul><ul><li>Templates </li></ul><ul><li>request form - mapping order - mapping assignment… </li></ul>
    8. 8. Business Process Modeling Notation - BPMN
    9. 9. IMPROVING BUSINESS PERFORMANCE WITH E-SERVICE SOLUTIONS <ul><li>Organisations focusing more on the ‘ e ’ than on the ‘ business ’ may forget that value-added idea, </li></ul><ul><li>the understanding of the organisational environment and IT as enabler in the business and customer context, as well as the changing requirements are essential prerequisites for an organisation ’ s return on its investments. </li></ul>
    10. 10. THE COMMON PROCESS MODEL KARLSTAD APPROACH <ul><li>A model grounded in theory and in practice </li></ul><ul><ul><li>research results and empirical findings </li></ul></ul><ul><ul><li>work shops with business- and system developers </li></ul></ul><ul><ul><li>experiences in practice from employees and Smart Cities partners </li></ul></ul><ul><li>A “ living model ” maintained by a model owner </li></ul><ul><ul><li>further development based on practice and course assignments </li></ul></ul><ul><ul><ul><li>The university course “ Process Orientation in Practice ” </li></ul></ul></ul><ul><ul><ul><li>The municipality course in “ The Common Process Model ” </li></ul></ul></ul>
    11. 11. THE COMMON PROCESS MODEL KARLSTAD APPROACH <ul><li>To be employed in major as well as minor efforts </li></ul><ul><li>To enable communication in and between organisations/Smart Cities </li></ul><ul><ul><li>Concepts </li></ul></ul><ul><ul><li>A core set of business process elements – symbols in BPMN </li></ul></ul><ul><ul><li>Directives - construction in process descriptions </li></ul></ul><ul><li>Constitutes a knowledge base </li></ul><ul><ul><li>Reference processes/e-service descriptions </li></ul></ul>Generic Process Model Adjusted Process Model
    12. 12. <ul><li>Christiansson, M-T (2011) Improving business processes and delivering better e-services - a guide for municipalities from Smart Cities  </li></ul><ul><li>Christiansson, M-T and Karlsson, P-E (2011) A Common Process Model to Improve e-Service Solutions - The Municipality Case, in the Proceedings of the 11th European Conference on eGovernment - ECEG 2011, Ljubljana </li></ul><ul><li>http://www.smartcities.info/ </li></ul><ul><li>[email_address] </li></ul>Thank you for your attention!

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