Process Customer Satisfaction and Process Excellence
In an era when digital transformation is in rapid progress, companies and rganizations are faced with the challenge of optimizing their business processes while ensuring the satisfaction of all stakeholders, both internal (employees, management) and external (customers, partners). Technological advances and the implementation of innovative tools and methods are opening up promising opportunities to redesign business processes, significantly increasing efficiency while also improving the user experience and thus creating significant added value.
Current discussions in academia and practice focus on how technologies – e.g., (generative) artificial intelligence, machine learning, cloud computing and blockchain – are transforming the way companies operate and interact with customers and partners (actors). At the same time, companies must rise to the challenge of using these technologies effectively to meet the needs of all stakeholders and generate real value. Therefore, the question of the actual benefit for process excellence or satisfaction of process customers when using technology is at the center of the current debate in the IT and business world.
At S-BPM ONE 2025, we want to highlight the central role of technology and process optimization and explore how they can contribute to creating excellence in process management. The way organizations digitally transform their processes directly influences the satisfaction of all stakeholders – whether it is through improved internal communication, the implementation of agile methods, or the provision of customized services to customers. Our focus is not only on the technologies, but also on the actors involved in these processes and who ultimately experience the outcomes of this transformation.
We invite you to share your innovative approaches, insights, and case studies that highlight technology-enabled satisfaction and excellence in process management. Let us explore together new ways to address the challenges of digital transformation and maximize the value that processes can create for businesses and their stakeholders.
Topic areas
We are interested in a broad range of topics covering many aspects in (subject-oriented) business process management, but not limited to, the following areas:
- Technology-enabled processes, e.g.
- Usage of intelligent technologies (e.g., artificial intelligence and machine learning) to transfer processes and predict trends and behavior.
- Data-driven approaches (e.g. Process Mining) to analyze and improve existing business processes to identify inefficiencies.
- Automation (e.g. RPA) for repetitive tasks and flexibility (e.g. ecosystems) for creative activities
- Stakeholder satisfaction in processes, e.g.
- Use of systems (e.g. customer relationship management, micro services) to improve satisfaction through communication.
- Implementation of engagement tools to increase employee satisfaction and productivity.
- Focus on actors and their communication in the design and realization of business processes.
- Improvement of the customer experience through specific methods (e.g. agile development) and feedback mechanisms.
- Innovative tools and methods in (S-)BPM, e.g.
- Use of new tools/ecosystems (e.g. low-code/no-code platforms) for rapid development and customization of process applications.
- Use of virtualization to leverage real-time data to optimize operations.
- Traditional (e.g., Lean management and Six Sigma) as well as new (e.g., Data-driven Conformance Checking) techniques to improve processes and workflows
- Methodological challenges of stakeholder-centered approaches to technology-driven process intelligence.
- Process Excellence, e.g.
- Development of creative methods to promote creative solutions in process design.
- Implementation of KPI-based models to measure and manage process performance.
- Best practices for designing customer-centric services that address the specific needs of end users.
- Interdisciplinary approaches in (S-)BPM, e.g.
- Integration of data science and analytics into BPM to improve decision making and predict customer behavior.
- Investigation of the influence of user experience design on process design and implementation.
- Case studies examining the influence of new technologies on the organization, society and the environment.
- Future trends, challenges and case studies in (S-)BPM, e.g.
- Investigating the challenges arising from the increasing digitalization and interconnectedness of processes, such as data security and privacy.
- Developing strategies for the adaptation and resilience of processes in a dynamic business environment (e.g. in different branches and for different real-world cases)
- Discussing ethical issues related to the use of new technologies and human involvement in the process management lifecycle.
Submission
We accept submissions in the following formats:
- Full Paper: These contributions present a completed research project or a scientifically examined case. They should follow Springer CCIS (Communications in Computer and Information Science) format and be of 15-20 pages length.
- Work in Progress: Ongoing research or planned research contributions with initial results, as well as case studies or business applications without scientific underpinning so far (4-6 pages in Springer CCIS format).
- Reflection Papers: Discussions or opinions on current scientific or practical questions that are to be further substantiated or presented as a thesis at the conference (4-6 pages in Springer CCIS format).
- Demonstration/Showcases: Presentation of applications, case studies, or prototypes. Please send proposals until May 01, 2025, to chair@s-bpm-one.org.
- Doctoral/master studies: Research projects, ongoing studies or completed work of master and doctoral students. (Hints for Work in Progress apply.)
- Panels: Discussions with invited guests or open for contribution. Please send proposals until May 01, 2025 to chair@s-bpm-one.org.
- Tutorials: Guidance or practical guidelines from science and practice. Please send proposals until May 01, 2025 to chair@s-bpm-one.org.
Submission, review and publication
Work to be submitted must be original work and must not have been published or submitted elsewhere. At least one author must register for the conference and present the paper
All submissions will undergo double blind peer reviews. Full papers are evaluated in a detailed peer review of at least two members of the international program committee in terms of quality, foundations, study design and impact. All other papers/forms (Work in Progress, Reflection Papers, Demonstration/Showcases, Doctoral/master studies, Panels, Tutorials) are evaluated in a fast track review by the Program Committee. They are evaluated primarily according to their potential to stimulate discussions on practices and innovative topics. Important: For the double blind review make sure to submit without author names and please carefully select type of submission.
Accepted submissions will be published in the Springer Series Communications in Computer and Information Science (CCIS).
