Process Modelling for Service Processes - Modelling Methods Extensions for Specifying and Analysing Customer Integration

Service Provider business processes require extensive customer participation. Due to the customer’s substantial impact on the successful implementation of performance processes, measures of customer interaction must be planned meticulously. At present, there are numerous modelling techniques for a modelbased structuring of these processes. Admittedly, most of these models provide only general operations for model modifications such as the ability to delete and add elements. This paper demonstrates possible extensions for process modelling techniques which are intended to assist service providers in analysing their processes with particular regard to customer integration and contract formulation.