Journal article

A conceptual comparison of service blueprinting and business process modeling notation (BPMN)

Y Kazemzadeh, SK Milton, LW Johnson

Asian Social Science | Published : 2015

Abstract

The modeling of business processes has become a central aspect in how businesses understand, support, and communicate about their processes. Two prominent approaches are service blueprinting and business process modeling notation (BPMN). Service blueprinting supports customer service processes whilst BPMN helps understand a firm’s processes with particular focus on how information and communications technology supports processes, and also for process automation. To fully support services through an organization’s processes, there needs to be a complete understanding of how these two process representations relate. Hitherto only a partial comparison has been undertaken by Milton and Johnson i..

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