Abstract:
The master thesis at hand belongs to the area of service design and modeling. Due to the influence and importance of this intangible phenomenon within the context of today's economy and daily life, there is the need to have a structured way for their development, analysis, documentation, and communication. In this regard, Service Blueprinting is a well known graphical modeling concept with a special focus on the customer's point of view. Because of its more abstract nature, in order to be able to satisfy the demands imposed on modern workflow and process management, it might be necessary to use finer grained and more structured approaches as well. Accordingly, the target of this thesis is to examine the possibility to contribute to the overall topic while using the well-known service modeling concept in combination with the Business Process Model and Notation (BPMN). The basic idea is to use a given service representation illustrated via the more abstract methodology and automatically generate the corresponding process model in BPMN. After the elaboration of the general concepts and principals included within the overall context, a case study targeting the \emph{emergency admission of a patient at a surgical ward within an Austrian hospital} is discussed. Within a next step, the theoretical concept for the conversion of the specific notational elements is created. As a prerequisite, due to the missing standardization of Service Blueprinting, it is necessary to specify a functional tool-set under the consideration of several propositions made within the literature and insights from the practical application. As evidence that the developed transformation can be actually used to generate a valid BPMN model based on a given Service Blueprint, the development of a prototypical implementation of the necessary mechanism builds up the final part of this thesis. For this purpose, a customized library for the modeling environment \emph{Draw.io} is created which enables the usage of the defined notational set for Service Blueprinting. Applying the newly designed functionality that was implemented in \emph{Java} on various test models and service representations that are a result of the mentioned case study, it has been shown that it is, in fact, possible to use BPMN as a complementary representation and automatically generate a corresponding illustration. Due to the different granularity of the two methodologies, the result of the transformation should be subject to further refinements to include all details that are necessary from the organizational point of view.
