Thinking Tri-laterally About Business Processes, Services and Business Models: An Innovation Perspective

Richard J. Welke ()
Additional contact information
Richard J. Welke: Georgia State University

A chapter in BPM - Driving Innovation in a Digital World, 2015, pp 31-47 from Springer

Abstract: Abstract We propose a new, integrated “way of thinking” about processes, services and business models. The starting point of this paper is that “getting things done” is the set of services the organization employs. These services are often broken, ineffective and/or misaligned with client/users needs. Any attempt to pre-emptively or reactively respond to market change or internal transformations must invariably rely on some of these (broken) services while, at the same time creating new ones that, in turn, make use of pre-existing services as building blocks. It is argued that services (both internal- and external-facing) are two things: a business process (the “how” of a service), and a mini-business in its own right (the “why” of the service). Each service has clients (the “who”) that, through choice or mandate, solve some, or all, of a problem they have. In short, a service (and its underlying process) represents a “value proposition” to the service consumer (client) that enables them to “get their job done.” A service is, in effect, a mini-business or “business within a business” and therefore is implicitly governed by a business model of the process/service owner, the “CEO” of that business. Adopting this perspective affords a fresh way to view “process” innovation. It can be top-down by considering its business model. Or middle-out, where a specific service for an internal or external client is examined for innovation potential. Or bottom up, where the business process that delivers the service is modified and, in so doing, alters the characteristics of the service being delivered to the client.

Keywords: Business Process; Business Model; Process Execution; Service Offering; External Customer (search for similar items in EconPapers)
Date: 2015
References: Add references at CitEc
Citations: View citations in EconPapers (1)

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:mgmchp:978-3-319-14430-6_3

Ordering information: This item can be ordered from
http://www.springer.com/9783319144306

DOI: 10.1007/978-3-319-14430-6_3

Access Statistics for this chapter

More chapters in Management for Professionals from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().