Abstract: In view of growing competition in the service sector,
services are as much in need of modeling, analysis and improvement
as business or working processes. Graphical process models are
important means to capture process-related know-how for an
effective management of the service process. In this contribution, a
human performance analysis of process model development paying
special attention to model development time and the working method
was conducted. It was found that modelers with higher application
experience need significantly less time for mental activities than
modelers with lower application experience, spend more time on
labeling graphical elements, and achieved higher process model
quality in terms of activity label quality.