...Josef Blasini; Susanne Leist Purpose Although process performance management (PPM), doubtlessly contributes to the increase of business performance, it has been given only little attention to date. The purpose of this paper is to provide a better understanding of what constitutes successful PPM...

... Business process modeling Service blueprinting Process performance management Usage process Customer integration Process management Usage Customers An EPC consists of two central elements and additional supporting components, which are connected by lines: Service management and marketing...