This paper introduces voice of call center customers (VOC) as a data source for business process management (BPM) to help decision makers better understand customer needs and make consistent decisions regarding customer support.
This paper defines the BPM concept and highlights its importance to an enterprise’s ability to stay competitive and remain agile in a constantly changing global marketplace.
This presentation discusses a framework for business process architecture
This paper outlines requirements of Semantic Business Process Management (SBPM), proposes a set of ontologies and defines their scope.
This presentation discusses semantic business process management (in the context of web services) based upon the SUPER (Semantics Utilized for Process Management within and between Enterprises) approach.