Small and medium-sized (SME) logistics hubs are characterized by a variety of customer relationships, different services offered, and diverse organizational interfaces. Increased requirements for workflows that run smoothly, at best digitally, are often met by using individual IT systems at hubs like inland intermodal terminals. In this context, the development and introduction of systems are rarely characterized by a uniform strategy, but by short-term requirements and interim solutions. This paper aims to develop an IT reference model for SME inland terminals. The focus is on supporting the independent and structured further development of processes and IT landscapes by the terminals. The paper is based on a project, which was carried out in exchange with experts and involved parties as well as based on a literature analysis to highlight SME- and branch-specific issues. Modeling the current situation creates a basis for identifying weaknesses and target landscapes. Reference process models assist with the systematic mapping and analysis of IT and process landscapes and hold opportunities to identify potentials to increase productivity, reduce costs and avoid redundancies. It consists of many process models, tools, and recommendations for action, which together comprise a “help for self-help” approach. Implications for making process models more flexible to respond to external demands were considered.
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