Entwicklung von Referenzprozessen am Beispiel von Paketsortierzentren: Analyse, Konzeption und standardisierte Dokumentation zentraler Geschäftsprozesse

Translated title of the contribution: Development of reference processes by using the example of parcel sorting centers: analysis, conception and standardized documentation of crucial business processes

Robert Viertl

Research output: ThesisMaster's Thesis

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Nowadays, process management is regarded as a high priority in companies. The focus is mostly on increasing efficiency, transparency, quality and customer satisfaction as well as on reducing costs. In order to be successful in developing and implementing the necessary optimization measures to achieve these goals, it is necessary to know and understand the involved business processes. The identification and documentation of the crucial business processes, a defined distribution of roles within the organization and transparent process modeling at different levels of detail play a decisive role. In order to create a further basis for optimizations, reference processes can be used in the course of process modeling. The aim of this master thesis is to demonstrate the possibilities for generating reference processes and the associated process modeling within the framework of process documentation. The basis for this is laid by theoretical basics of process management, which are deepened by explanations on process modeling. In this context, a more detailed description of the common modeling languages EPK, BPMN, UML and WKD is also provided. In order to be able to model the processes in a suitable framework, the "Principles of proper modelling" and a predefined reference model for the modelling of business processes are also presented. The SCOR-Model will be discussed in detail. Based on this, a possible approach for the step-by-step implementation of the theoretical basics will be developed. The implementation of a comprehensive process documentation in the form of reference processes is carried out by means of a practice-oriented example of selected business processes of the Austrian parcel sorting centres of the parcel service provider “DHL Paket (Austria) GmbH”. Therefore, the actual processes at a single location are first recorded and documented, followed by a cross location comparison of the processes. Based on this, the business processes for reference processes are standardized, documented and visualized by using selected modeling languages and in accordance with the four levels of the SCOR-Model. The level of detail ranges from the cross-company basic processes at the first SCOR-Level to the individual activities within the sub-processes at the fourth SCOR-Level. The result is a reference process model, which is summarized in the form of a process manual with cross-location valid reference processes. The process manual serves the company as a reference work in case of ambiguities, for training of existing and new employees or as a basis for the commissioning of further parcel sorting centres in Austria. In addition, it can also be used to identify opportunities for optimization measures.
Translated title of the contributionDevelopment of reference processes by using the example of parcel sorting centers: analysis, conception and standardized documentation of crucial business processes
Original languageGerman
Awarding Institution
  • Montanuniversität
  • Zsifkovits, Helmut, Supervisor (internal)
Award date23 Mar 2018
Publication statusPublished - 2018

Bibliographical note

embargoed until 18-01-2023


  • business process management
  • SCOR-Model
  • EPK
  • BPMN
  • UML
  • WKD
  • business process modeling
  • reference process modeling

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