To identify the customer value provided from the business process and to seek additional opportunities to fortify a firm’s competitive advantages, we explore the value chain mentioned in (Porter, 1985) at a greater extent. The study results in a framework where an information-processing infrastructure is added to the value chain concept to provide a basis for the business process investigation. The essential concept of this framework is the process-wide information organism (PWIO) approach for describing and examining mechanisms of managing the information flow that contributes to customer value creation.
Tsaih, Rua-Huan (Ray); Lin, Wanying; Hung, Miaoju; and Cheng, Yaling, "The Business Process Investigation in the Perspective of Customer Value" (2004). ICEB 2004 Proceedings. 90.