Capturing complex business processes ionterdependencies using modeling and simulation in a multi-actor environment

Abstract

Current business processes tend to become increasingly complex as a result of extensive interdependencies with partner organizations and the increasing use of technology for decision making in multi-actor environments. This complexity often grows to the extent that none of the involved actors is able to have a total overview of the complete end-to-end processes. An example of such a complex process is the application process of new merchants to obtain the possibility to accept electronic payments. Although static modeling of such a process can reveal valuable information about the structure and organization of business processes and the relation with the involved actors, a simulation model can provide more insight into behavior of the business system. With this knowledge the possible bottlenecks and problems within this process can be found, and then used to improve the business system resulting in an improved customer satisfaction. This paper describes the set-up of this simulation model and its use for finding efficient policy measures for involved actors.