Online Process Management with mySAP

Generating direct and indirect customer value is getting more and more important in the business world. To maximize customer value, it is necessary to continuously optimize both internal and external business processes. The following document illustrates the four main phases of the Business Process Life Cycle and the implementation of optimized processes using Workflow-Management Systems. Additionally, the author tries to give an overview over functions and methods of Business Process Monitoring and takes a look at possible future developments and trends in Online Process Management. 1. Online Process Management In our current information age customers are playing an increasingly influential role in determining communication needs and value-creating activities of their suppliers via the Internet. They define the information needs and specify the product attributes that producers and suppliers have to fulfill. The fundamental business concept of creating value for the customer continues to play a key role in business. This can only be profitably accomplished if processoriented business collaboration (B2B) is established between customers and suppliers, thereby generating a so-called win/win-situation. There is no doubt, that in the age of e-driven companies, an integrated vision of both the external and the internal business processes is a major factor for the successful use of information systems (Martin et. al. 2002). The effective implementation of e-business with information systems such as mySAP is generally based on a clearly defined corporate vision and the underlying concrete strategic objectives. These could be defined within the external customer perspective or the internal process perspective of the Balanced Scorecard and then implanted as a metrics system into an information system. Under the caption “Online Process Management with mySAP”, the authors want to depict the internet-based implementation of the complete business Process Life Cycle within the context of the Balanced Scorecard. Communication between modules at the various implementation phases takes place via several information models that present data from different perspectives including organizational structure, process flow, data and functional structure based on the ARIS architecture. The content is focused on a structured sequence of role-specific tasks of the operational module of a CRM system, which interacts with a mySAP-based e-business application. The B2B-Integration of business processes beyond the boundaries of