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Business Process Management: Profiting From Process by Roger T. Burlton

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Questioning Service Styles

Selecting appropriate service styles is closely tied to the previous considerations affecting responsibility and decision-making authority. Organizations can consider a wide range of styles of service at their interfaces with customers and other external or internal stakeholders. Furthermore, several of these approaches might be operating concurrently. For styles to be effective, many of the architectural arguments made earlier have to be in place; otherwise, an organization will just build up more redundancy of technologies and exacerbate a lack of integrity across multiple channels. In this vein, we must separate the interfaces with the outside world from the control, work distribution, and tracking that takes place ...

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