Service Process Management

http://www.bptrends.com/deliver_file.cfm?fileType=publication&fileName=10%2D09%2DCOL%20Extreme%20Competition%2DService%20Process%20Mgt%2DFingar%2DFINAL%2Epdf

Peter Fingar - October 06, 2009

This month, Peter Fingar turns his focus to service science and its application to BPM. Although the service sector represents 70% to 80% of the GDP in advanced economies, little has been done to take on services as the object of BPM initiatives. Peter offers his perspective on why this is so and predicts that service process management, when it does emerge, will not be your father’s BPM. Find out if you are ready for the leap from BPM to SPM.

culture and processes employed here at American Airlines

http://outsideinnovation.blogs.com/pseybold/2009/11/customers-site-redesign-exposes-the-sad-truth-about-corporate-inertia.html

"The problem with the design of AA.com, however, lies less in our competency (or lack thereof, as you pointed out in your post) and more with the culture and processes employed here at American Airlines.

Let me explain. The group running AA.com consists of at least 200 people spread out amongst many different groups, including, for example, QA, product planning, business analysis, code development, site operations, project planning, and user experience. We have a lot of people touching the site, and a lot more with their own vested interests in how the site presents its content and functionality. Fortunately, much of the public-facing functionality is funneled through UX, so any new features you see on the site should have been vetted through and designed by us before going public."