Service Design for Business Process Reengineering

• Type: Article in International Conference Proceedings Book
• Date: 2020

Authors

Bianca Banica (Author) Other; Lia Patrício (Author) FEUP

Conference proceedings International

Title: Lecture Notes in Business Information Processing

Pages: 231-244

10th International Conference on Exploring Service Science, IESS 2020

5 February 2020 through 7 February 2020

Indexing

ISI Web of Knowledge - 0 Citations

Scopus - 0 Citations

INSPEC

Other information

Authenticus ID: P-00R-VV6

DOI: 10.1007/978-3-030-38724-2_17

Abstract (EN): In the technology enabled, competitive service environment, organizations try to innovate their service while redesigning their processes to increase efficiency. The present study is aimed at developing a design method that brings together, complementarily, constructs and approaches from two fields: Service Design, which offers a human-centered, holistic focus on creating novel services and Business Process Reengineering, mainly organizational, process redesign and process efficiency focused. The Service Design for Business Process Reengineering (SD4BPR) method was developed following a Design Science Research methodology and it was applied in a business environment for the improvement of the Pre-Sale processes of a software development company dedicated to the health area. The development of the method and its process of work are presented and discussed in order to show how SD4PBR can support the design of technology-enabled services while taking into consideration organizational issues and desired business efficiency. © Springer Nature Switzerland AG 2020.

Language: English

Type (Professor's evaluation): Scientific

No. of pages: 14