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 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.
This paper provides an in-depth introduction to the new BPMN – Business Process Modeling Notation -  standard, illustrating how it is used to model business processes and web services.
Do software engineering risk management techniques apply to business process management projects? This paper argues for a risk management approach unique to business process management initiatives.