analysis of business processes

In many cases producers of investment goods offer their customers product-related services to enhance the problem solving possibilities of the product. As these service offers are gaining importance for industry, an ever-increasing necessity to optimise service processes, as has been done for production processes in the past, emerges. Experiences so far clearly show that many industrial companies have not yet realised this necessity. Service processes are often provided in a rather unorganised way. Against this background this paper presents a tool to assist industrial efforts to analyse and optimise service processes.