Abstract
With the rapid advancement of e-service technology, there is a need to manage business relationships among business entities such as service providers, service consumers, and internal departments. In this paper, we have proposed a novel approach to business relationship management using business commitments and associated business commitment hubs. Business commitments are commitments related to business issues such as service levels in service agreements, and terms and conditions in procurement contracts. The concept of business commitments has captured the essence of business relationships in eservices. Based on case studies, we have envisioned the need of establishing a business commitment hub to centrally manage the external relationships with trading partners and the internal relationships with internal departments. A language called Business Commitment Language (BCL) has been proposed to specify business commitments. These business commitments are used to monitor and control the execution status of e-services. Conceptually, the business commitment hub has two related subsystems: the active subsystem and the dashboard subsystem. The active subsystem responds to business events received from business entities. The dashboard subsystem visually displays the key data and the execution status of business commitments.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
Similar content being viewed by others
References
Ludwig, H., Keller, A., Dan, A., and King R.: A Service Level Agreement Language for Electronic Services, Proceedings of the 4th International Workshop on Advanced Issues of E-Commerce and Web-based Information Systems (WECWIS 2002), Newport Beach, CA, (2002)
Dan, A., Dias, D. M., Kearney, R., Lau, T. C., Nguyen, T. N., Parr, F. N., Sachs, M. W., and Shaikh, H. H.: Business-to-business integration with tpaML and a business-to-business protocol framework, IBM Systems Journal Vol. 40, No. 1, (2001)
Kuno, H., “Surveying the E-Services Technical Landscape”, Proceedings of the Second International Workshop on Advance Issues of E-Commerce and Web-Based Information Systems (WECWIS 2000), Milpitas, CA, (2000)
Sturm, R., Morris, W., and Jander, M., “Foundations of Service Level Management,” SAMS publishing, Indianapolis, IN, (2000)
Kaplan, R. S., Norton, D. P., “The Balanced Scorecard: Translating Strategy into Action,” Harvard Business School Press, Boston, MA, (1996)
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2002 Springer-Verlag Berlin Heidelberg
About this paper
Cite this paper
Li, H., Jeng, JJ., Chang, H. (2002). Managing Business Relationships in E-services Using Business Commitments. In: Buchmann, A., Fiege, L., Casati, F., Hsu, MC., Shan, MC. (eds) Technologies for E-Services. TES 2002. Lecture Notes in Computer Science, vol 2444. Springer, Berlin, Heidelberg. https://doi.org/10.1007/3-540-46121-3_13
Download citation
DOI: https://doi.org/10.1007/3-540-46121-3_13
Published:
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-540-44110-6
Online ISBN: 978-3-540-46121-0
eBook Packages: Springer Book Archive