Flexibility in Service Processes

Service processes are a special type of business processes playing an increasingly important role in modern economies. They require new forms of flexibility not found in ordinary business processes. They are at the same time processes and products. They therefore have to be flexibly adaptable to the customer’s requirements while being offered at a competitive price. Service processes have allow a high degree of interaction with external participants such as the customer and subcontractors. Furthermore external resources have to be flexibly integrated. Finally, service processes not only must produce a defined process output but they also have to provide a defined potential to provide the process output.