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Operational control of service processes: modularization as precondition

Managing business processes includes among others the normative, strategic, and operational control of processes. In case of a process performance deviation beyond a defined bandwidth, the process manager searches for short-term improvements within the operational control. However, the decision about improvements is limited because of the customer integration in the type of service processes. In this paper the modularization technique will be analyzed as a tool for eliminating the intense customer influence and for structuring the service process. For illustration purposes the loan approval process of a bank will be modularized and the modularization technique as precondition for the operational control will be discussed.