Object-oriented software engineering
Object-oriented software engineering
Re-place-ing space: the roles of place and space in collaborative systems
CSCW '96 Proceedings of the 1996 ACM conference on Computer supported cooperative work
Workflow handbook 1997
Healthcare information systems
Conceptual models for coordinating the design of user work with the design of information systems
Data & Knowledge Engineering
Business Networking: Shaping Enterprise Relationship on the Internet
Business Networking: Shaping Enterprise Relationship on the Internet
Understanding and Modelling Flexibility in Administrative Processes
EGOV '02 Proceedings of the First International Conference on Electronic Government
CAiSE '02 Proceedings of the 14th International Conference on Advanced Information Systems Engineering
Serviceflow beyond workflow? IT support for managing inter-organizational service processes
Information Systems - Special issue: The 14th international conference on advanced information systems engineering (CAiSE*02)
Interacting Agents for the Risk Assessment of Allergies in Newborn Babies
AIME '07 Proceedings of the 11th conference on Artificial Intelligence in Medicine
Expert Systems with Applications: An International Journal
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As e-business is invading the service industry and the public sector, there is a need for a service-flow management of those processes, which consist of a sequence of interrelated sub-services. Making use of the potentials of internet applications, service-flow management aims at providing these service in an efficient manner, at improving customer relationship management in the field of tension between routine and situated/personalized service provision, and at providing flexible IT support for service providers and/or clients at each service point. Based on object oriented, workflow and user oriented modeling techniques, we model service-flow patterns by identifying sequences of service points, each capturing the specific service tasks and their respective pre- and post-conditions from the provider's point of view. This service-flow modeling approach may be supported by the modeling tools Visio® and Process@Work. We present some results from two cases of service-flow modeling, each with a short ease description and a discussion of the models' application for technical and organizational development.