How Much Language Is Enough? Theoretical and Practical Use of the Business Process Modeling Notation
CAiSE '08 Proceedings of the 20th international conference on Advanced Information Systems Engineering
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We describe the application of the Business ProcessModeling Notation to the redesign of a service man- agement process in a truck dealership in the N.E. US.After the deployment of a new service managementsystem did not lead to the expected efficiency gains theauthors were asked to analyze the as-is service proc- ess, make suggestions for improvement, and simulatethe financial impact of the proposed changes. The as-isand to-be process were documented in BPMN, and aBPMN-based simulation tool was used to quantify theeffects of process improvement. As an outcome of this project we developed an ini- tial subset of BPMN constructs that were a usefulstarting point for modeling in a process-unaware do- main with members of the surveyed organization. Wefound that the deliberate modification of BPMN con- structs allows for the highlighting of common processweaknesses, and we show how an analytical processmodel changes when it is modified to serve as a simu- lation models.