Electronic commerce systems currently focus on providing sales and payment. This contribution adds another dimension: the customer's electronic control of a purchased service. Today's business process modeling approaches do not provide adequate abstractions of the concept of "service". This article proposes the CoCS framework and modeling approach to represent and analyse how a customer can control the performance of a complex service by an organisation on his or her behalf. The CoCS approach encompasses a model of service that includes the intervention of customers during the service performance, a means of description for the structure, and the effects of a control operation of a customer. With this approach, automation of service delivery can be planned and its efficiency enhanced.
By: Heiko Ludwig
Published in: RZ3081 in 1998
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