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Modeling Process aimed at external Actors
Enterprises began by Modeling internal Processes executed by the own employees. As these processes have today spread to the outside world, they also have to model Processes aimed at suppliers, partners or customers.
One of the difficulties is providing a uniform user interface by user type. To encourage the Customer to use the distribution Solutions (e.g., order) and maintenance Solution (e.g., incident management) that the Enterprise provides, the use of both Solutions must be the same. Yet the extensions of the internal Solutions towards the Customers often generate as many user interfaces as original Solutions.
If we do not want to totally overhaul the internal Solutions to adapt them to the Customers, we have to have allowed for the internal Solutions Architecture to clearly isolate the user interface. The quality level must also be excellent.
- If the internal Solutions are of an average quality, the employee will be irritated but will not resign.
- If the external Solutions are of an average quality, the consequences can be far more serious: we can lose Customers or Partners quickly.
- Moreover, the increase in the number of users will only
make managing the hotline and customer service more
costly.
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Interface the external Processes with the internal Processes
Partners use their own Solutions that we have to coexist with.
For example, an insurance broker sells the contract but must then transfer the information to the company that takes on the risk. If he/she carries out part of the claims management, the same constraint exists.
To help these Solutions to communicate, we need inter-professional exchange standards that guide each intervening party.
We also need everyone to provide an IT Services exchange catalog which enables partners to connect to each other.
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