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Service Design for Business Process Reengineering

  • Conference paper
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Exploring Service Science (IESS 2020)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 377))

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Abstract

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.

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Correspondence to Bianca Banica .

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Banica, B., Patricio, L. (2020). Service Design for Business Process Reengineering. In: Nóvoa, H., Drăgoicea, M., Kühl, N. (eds) Exploring Service Science. IESS 2020. Lecture Notes in Business Information Processing, vol 377. Springer, Cham. https://doi.org/10.1007/978-3-030-38724-2_17

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  • DOI: https://doi.org/10.1007/978-3-030-38724-2_17

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-38723-5

  • Online ISBN: 978-3-030-38724-2

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