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Improving business processes and delivering …
Improving business processes and delivering better e-services A guide for municipalities from Smart Cities Improving business processes and delivering better e-services 1. Contents Introduction 03. Chapter 2. business processes are key 04. The customer 05. business process mapping 07. Planning and execution 08. Chapter 3. Developing the Common process Model 10. A common language 11. Consistency 12. Chapter 4. Preconditions values and concepts 14. Chapter 5. Why use process mapping? 19. Measuring success 19. Customer-centricity 22. Scoping the project 24. What and how to model, measure and re-design 26. Communicating process maps 27. Map making 29. The improvement challenge 30. Support from management 34. business process maturity 36. Chapter 6.
Improving business processes and delivering better e-services 5 2.1 The customer The customer has a key role to play in improving e-services. They participate in the business process
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