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Business Process Mapping            Marie-Therese Christiansson             Assistant Professor/Senior LecturerDepartment ...
Motivation                e-Services in business developmentOrganisations focusing more on the ‘e’ than on the ‘business’ ...
Business process mapping is key…A holistic and horizontal view on e-Services expanding beyond the front-end web siteto the...
Business process mapping is key…Business process mapping (describing and modelling) is a forum andtool for focusing, expla...
ChallengesHow do we get process modelling (not only process documentation)to happen in practice?How do we get business pro...
A Common Process ModelTo serve as a platform for how to think, describe and worktowards process improvements based on a un...
The Karlstad municipality approachThe Common Process Model is a “living model”, maintained and continually updatedby a mod...
The Karlstad municipality approachWorking according to the Common Process Model will generate process descriptionsin a way...
Research in e-Services                         9
Challenges concerning e-Services?   Thank you for your attention!
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Creating Smarter Cities 2011 - 17 - Marie-Therese Christianson - Business Process Mapping

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A focus on business processes creates a holistic view on e-Services that goes beyond the front-end web site to the back-office and the performance to improving daily life for employees and customers. The challenge is to perform business process mapping in a uniform, focused and reflective way in order to encourage communication across administrations to meet the digital agenda. One approach is to use a lightweight process methodology with applicable hands-on knowledge, in 'a Common Process Model', to guide employees in thinking processes, describing processes and improving processes in order to develop, perform and deliver better e-Services.

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Creating Smarter Cities 2011 - 17 - Marie-Therese Christianson - Business Process Mapping

  1. 1. Business Process Mapping Marie-Therese Christiansson Assistant Professor/Senior LecturerDepartment of Information Systems and Project Management, Faculty of Economic Sciences, Communication and IT, Karlstad University, Sweden
  2. 2. Motivation e-Services in business developmentOrganisations focusing more on the ‘e’ than on the ‘business’ may forget thatvalue-added idea, the understanding of the organisational environment and IT asenabler in the business and customer context, as well as the changing requirements(Hammer, 1993; Davenport, 1993) are essential prerequisites for an organisation’sreturn on its investments in IT-solutions (Alpar and Olbrich, 2005). 2
  3. 3. Business process mapping is key…A holistic and horizontal view on e-Services expanding beyond the front-end web siteto the back-office and the business processes performing services andimproving daily life for employees and customers 3
  4. 4. Business process mapping is key…Business process mapping (describing and modelling) is a forum andtool for focusing, explaining, sharing, reflecting, learning andunderstanding e-Services in a co-design • “The journey is the goal” and “The result is the goal”Process descriptions can be used to specify e-Service solutions in thebusiness and customer context to evaluate effects, test/simulation,design and develop solutions, purchase existing solutions, maintain andtrain as well as enable value realisation 4
  5. 5. ChallengesHow do we get process modelling (not only process documentation)to happen in practice?How do we get business process descriptions to be usable and used indaily practice?•e-Service alignment (management, business and IT)•Transparency•Value realisation•Interoperability•… 5
  6. 6. A Common Process ModelTo serve as a platform for how to think, describe and worktowards process improvements based on a unified processmappingA light-weight process methodology•pre-requisites•concepts•roles•a mapping structure requesting, planning, conducting, completing•directives•guidelines and•templates 6
  7. 7. The Karlstad municipality approachThe Common Process Model is a “living model”, maintained and continually updatedby a model owner•based on research by Karlstad University, best practices and experiences gained by theemployees•designed to be employed in “all” business development projects, major as well as minor efforts,and be operative without one tool as a driving force•designed to enable communication in “the same language” (concepts, symbols andconstruction in process descriptions) in business development initiatives in and betweenorganisations • 9 administrations and 7 corporations•constitutes a knowledge base that all employees can access via tools and intranet 7
  8. 8. The Karlstad municipality approachWorking according to the Common Process Model will generate process descriptionsin a way that will ensure progression in Business Process Management (to identify &describe, establish, measure & improve, monitor) a success factor is that employees and management understand the “process thinking” for the process orientation to work 8
  9. 9. Research in e-Services 9
  10. 10. Challenges concerning e-Services? Thank you for your attention!

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