Week Five

Service Science
Our guest speaker Dr Alan Hartman (https://researcher.ibm.com/researcher/view.php?person=in-ahartman) talked about processes in service industry. He talked about value proposition as core to any service offering. Using backstage and front stage experiences, one can define service blue prints which leads to process definitions. He also talked about service design patterns. He also offered us a peak into IBM's RIMS and Cockpit projects that offer IT management and Government services respectively.

Readings: (Will not be asked in mid term exam)

 * His research papers and session ppts \\192.168.1.32\profile\BPMS_Pre_mid\Guest Speaker