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The Socio-Technical Walkthrough for participatory process design
Institute of Applied Work Science, Department Information and Technology Management, Ruhr-University of Bochum, Bochum, Germany.
School of Information Science and Learning Technologies (SISLT, iSchool), University of Missouri, USA.
2012 (English)In: Implementing International Services: a tailorable method for market assessment, modularization and process transfer / [ed] Tilo Böhmann, Wolfgang Burr, Thomas Herrmann, Helmut Krcmar, Wiesbaden: Gabler Verlag/GWV Fachverlage GmbH, 2012, 83-99 p.Chapter in book (Refereed)
Abstract [en]

Service processes rely on a multitude of stakeholders in a company. To name the most prominent roles, company executives build and maintain an overall strategy of service provision, service managers plan and implement services and employees in operative divisions execute concrete steps of service processes according to the company's strategy. As an example for further stakeholders possibly involved, sub-contractors carrying out pre-defined process parts can be taken. In our work with service providers from different domains, we learned that service process management could benefit from integrating and actively involving these stakeholders in the creation and improvement of processes. This becomes even more beneficial when service processes are implemented on an international scale: In such settings, not only local stakeholders provide important insights into processes, but also remote employees from a target destination are needed to build and adapt suitable service processes.

Place, publisher, year, edition, pages
Wiesbaden: Gabler Verlag/GWV Fachverlage GmbH, 2012. 83-99 p.
National Category
Economics and Business
URN: urn:nbn:se:umu:diva-110612DOI: 10.1007/978-3-8349-6445-8_5ISBN: 978-3-8349-1577-1ISBN: 978-3-8349-6445-8OAI: diva2:862647
Available from: 2015-10-23 Created: 2015-10-23 Last updated: 2016-06-09Bibliographically approved

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Jahnke, Isa
Economics and Business

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