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The Complete Business Process Handbook by August-Wilhelm Scheer, Henrik von Scheel, Mark von Rosing

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Social Media and Business Process Management

Henrik von Scheel, Zakaria Maamar,  and Mona von Rosing

Abstract

As with the internet itself, social media has come to stay and is fundamentally affecting the way organizations are interacting, both internally and externally. However, when organizations adopt social media initiatives, they will not achieve its full potential unless the changes are integrated with both its operational processes and its approach to continuous improvement. Exploiting social media by making the requisite connections to the BPM CoE interaction and feedback loop enables the creation of customer-centric process design, as well as providing access to stakeholder input about the maturity of BPM processes related to customer services, ...

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