The Discovery of Agile Service Networks through the Use of Social Network Analysis

There is a need to address the significant gap in our ability to measure and monitor the Key Performance Indicators (KPIs) across service networks. The unprecedented growth in service-based business processes over a short period of time has underscored the need for understanding the mechanisms and theorising the business models and business process management adopted across many organisations today. This research presents a survey of the literature and argues that the inability of current Business Process Management (BPM) techniques to visualise and monitor web-enabled business processes prevents us from transforming information on network activity and infrastructures. This inhibits managers in anticipating change and adapting to more agile business practices in service science. Thus, this research-in-progress sets out to propose the need to develop a framework to enhance a manager´s ability to monitor key performance indicators (KPIs) while improving business process restructuring practices through social network analysis (SNA).