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Roadmap to flexible Service Processes : A Project Portfolio Selection and Scheduling Approach

Title data

Linhart, Alexander ; Manderscheid, Jonas ; Röglinger, Maximilian:
Roadmap to flexible Service Processes : A Project Portfolio Selection and Scheduling Approach.
2015
Event: 23rd European Conference on Information Systems (ECIS) , 26.-29.05.2015 , Münster, Germany.
(Conference item: Conference , Paper )

Official URL: Volltext

Abstract in another language

Process flexibility has evolved into a desired corporate capability as it promises to cope with demand uncertainty and variety. Particularly service processes have a high intrinsic need for flexibility. Many approaches have been proposed to determine the business value and an appropriate level of flexibility for service processes. Most of these approaches focus on a distinct flexibility type and on single projects for implementing flexible service processes. The question how to reasonably combine flexibility projects has not been addressed yet. Moreover, most approaches do not conduct a full-fledged economic analysis of process flexibility. We therefore propose a decision model that helps determine an optimal flexibility roadmap, i.e., a scheduled portfolio of flexibility projects with different effects on service processes. The decision model accounts for different request types (i.e., runners, repeaters, and strangers), different capacity types (i.e., internal, external, dedicated, and flexible), different flexibility types (i.e., volume and functional), and related project archetypes. The decision model was evaluated using feature comparison, prototype construction, and a demonstration example including an extensive scenario analysis.

Further data

Item Type: Conference item (Paper)
Refereed: Yes
Keywords: Service processes; process flexibility; decision model; value-based management
Institutions of the University: Faculties
Faculties > Faculty of Law, Business and Economics
Faculties > Faculty of Law, Business and Economics > Department of Business Administration
Faculties > Faculty of Law, Business and Economics > Department of Business Administration > Professorship Business Information Systems and Value Oriented Process Management
Faculties > Faculty of Law, Business and Economics > Department of Business Administration > Professorship Business Information Systems and Value Oriented Process Management > Professorship Business Information Systems and Value Oriented Process Management - Univ.-Prof. Dr. Maximilian Röglinger
Research Institutions
Research Institutions > Research Centres > Forschungszentrum für Modellbildung und Simulation (MODUS)
Research Institutions > Affiliated Institutes
Research Institutions > Affiliated Institutes > Fraunhofer Project Group Business and Information Systems Engineering
Research Institutions > Affiliated Institutes > FIM Research Center Finance & Information Management
Research Institutions > Research Centres
Result of work at the UBT: Yes
DDC Subjects: 000 Computer Science, information, general works > 004 Computer science
300 Social sciences > 330 Economics
Date Deposited: 05 Jun 2015 09:01
Last Modified: 12 Mar 2019 15:00
URI: https://eref.uni-bayreuth.de/id/eprint/14608