A Top-Down Approach from Service Centers to Business Processes

Business service centers (BSC) design a framework for defining non-overlapping, independent, reusable, cost-effective business centers that provide business services. Business services define the way service centers interact and exchange information and assets to achieve business goals. BSC modeling offers many advantages over traditional techniques, such as reuse, simplicity, implementation autonomy, and responsiveness. On the other hand, defining and modeling business processes (BP) is a critical factor in improving business performance. We propose a top-down approach from the business level to the operational level, taking advantages of both BSC and BP approaches. Using the guidelines described in this framework, business designers can use both BSC and BP techniques to provide an end-to-end view of business operations. In a climate of constant and unpredictable change, synergy between process thinking and service center thinking becomes essential to the success of enterprises.