Business Process Management Journal

Published by Emerald
Online ISSN: 1463-7154
Publications
Conference Paper
The researcher embarked on a longitudinal case study of Caterpillar, Inc. (located in Peoria, IL) to explore the drivers behind successful business process reengineering (BPR). Caterpillar believes that positive business outcomes can be directly tied to adherence to a systematic BPR methodology and creativity training. The methodology Caterpillar uses is called Business Process Simplification and Improvement (BPS/I). The case examines the link between the BPS/I methodology and Couger's variant model to identify creative opportunities for the organization
 
Conference Paper
Many of today's organizations already have a strong integration of groupware systems in their IT-infrastructure. The shared databases of these groupware systems form organizational memories, which comprise the complete knowledge of an organization collected over the time of its existence. One key problem is how to find relevant knowledge in continuously growing and distributed organizational memories. The basic functionalities and mechanisms in groupware systems are not sufficient to support users in finding required knowledge. Topic maps provide strong paradigms and concepts for the semantic structuring of link networks and therefore, they are a considerable solution for organizing and navigating large and continuously growing organizational memories. The K-Discovery project suggests applying topic maps to groupware-based organizational memories to create knowledge structures and address the mentioned challenges. Visual navigation capabilities to exploit the created knowledge structures are based on hyperbolic geometry concepts and provide users with intuitive access mechanisms to the required knowledge.
 
Article
The paper gives an overview of an approach to modelling and evaluating business processes at conceptual level. We show which steps would be needed to create an object-oriented business process model, and how business process models can be evaluated against nonfunctional goals. Overall, we get some kind of guarantee that business process models are useful. They facilitate not only the communication between team members, they can be seen as an essential prerequisite for information system developers. Nevertheless, although models are useful we have to accept that an evaluation of a business process can only be partial if it is carried out at model level. Contents 1 Introduction................................................................................................................................. 2 2 Definitions................................................................................................................................... 3 3 The significance of goals and mode...
 
Article
Purpose - The purpose of this paper is to present a virtual process simulation technique for modeling process alternatives. Design/methodology/approach - The paper proposes modeling method and applies it to an illustrative example. Findings - The method is effective in modeling the illustrative example and provides a method for studying team composition and dynamics a priori. Practical implications - The paper presents an approach to model process alternatives in order to select the best deployment option. The modeling process incorporates measures and metrics relating to global geographic and team issues. Incorporation of these issues affords the process designer the ability to predict more accurately the most successful deployment option. Originality/value - The research contributes to the study of process modeling by examining the potentially neglected or ignored issues relating to geographic and team diversity.
 
Conference Paper
To remain competitive many businesses in the 1990s have undertaken business process reengineering projects reorganising one or more parts of their operations. This paper results from a case study of the enterprise-wide review of Mobil Oil Australia Limited to increase profitability and change the culture of the organisation. A radical (to the oil industry) business unit organisation structure was designed, populated and implemented. The project was an immediate financial success and reenergized the company. Income after tax was six times higher after the reorganisation than in the previous year, notwithstanding a continuing recession and the uncertainty caused by the restructuring. Return on capital employed increased from 2 percent to 7 percent. Lessons can be learnt from the way the project was initiated and developed, the deployment of the project management structure and improvement methodology, the approach to the implementation of the new structure and the findings of the post implementation review.
 
Article
Purpose - The purpose of this paper is to identify organizational challenges that drive enterprise content management (ECM) adoption from a process point of view. Design/methodology/approach - The presented results are grounded in both the academic literature on ECM and qualitative data from two case studies. Findings - The study identifies and discusses 21 contemporary business challenges that drive ECM adoption along the content lifecycle (e.g. regarding the creation, storage, and retrieval of content). Research limitations/implications - As the scopes of both the literature review and the case studies were limited, the presented account of ECM drivers is not considered exhaustive. The paper can, nevertheless, help researchers to further theorize about ECM adoption and investigate the role that content plays in business process management. Practical implications - Practitioners are provided with empirically grounded knowledge on the drivers behind ECM adoption. They can, for example, use the results to justify and evaluate ECM investments, or determine the scopes and objectives of their ECM initiatives. Originality/value - This study is important because the understanding is still vague as to what organizations strive to gain through implementing ECM and what results they can expect from the same.
 
Conference Paper
Purpose ‐ The purpose of this paper is to clarify how end-users' tacit knowledge can be captured and integrated in an overall business process management (BPM) approach. Current approaches to support stakeholders' collaboration in the modelling of business processes envision an egalitarian environment where stakeholders interact in the same context, using the same languages and sharing the same perspectives on the business process. Therefore, such stakeholders have to collaborate in the context of process modelling using a language that some of them do not master, and have to integrate their various perspectives. Design/methodology/approach ‐ The paper applies the SECI knowledge management process to analyse the problems of traditional top-down BPM approaches and BPM collaborative modelling tools. Besides, the SECI model is also applied to Wikipedia, a successful Web 2.0-based knowledge management environment, to identify how tacit knowledge is captured in a bottom-up approach. Findings ‐ The paper identifies a set of requirements for a hybrid BPM approach, both top-down and bottom-up, and describes a new BPM method based on a stepwise discovery of knowledge. Originality/value ‐ This new approach, Processpedia, enhances collaborative modelling among stakeholders without enforcing egalitarianism. In Processpedia tacit knowledge is captured and standardised into the organisation's business processes by fostering an ecological participation of all the stakeholders and capitalising on stakeholders' distinctive characteristics.
 
Article
Purpose - This paper sets out to classify business process outsourcing (BPO), linking it to service level agreement (SLA) design needs. Design/methodology/approach - The paper develops a framework based on prior literature to classify BPOs and illustrates it with field research of Indian vendors. Findings - The paper identifies criticality and complexity as the dimensions of classification and explicates the role of SLAs along these dimensions. Research limitations/implications - This is an exploratory research involving four vendors. A larger study is needed to strengthen/enrich the proposed framework, and make the findings more conclusive. Practical implications - The taxonomy aids BPO industry practitioners in understanding the characteristics of different processes and the control issues arising therein. It also helps analysts to make more qualified generalizations within the BPO industry. Originality/value - The paper addresses a dearth of literature on BPOs, especially from a vendor perspective. The taxonomy serves to position future work in this fast-growing field of research.
 
Conference Paper
Throughout the first half of the 1990s business process re-engineering (BPR) was one of the most eagerly embraced management techniques, although often with results that were far from satisfactory. This tended to reinforce people’s suspicions of information technology since IT is a key enabling agent, if not the driver, for BPR. The aim of this study was to provide literary evidence and reasons for the current widespread dissatisfaction with BPR. Using the keyword business process re-engineering/re-engineering, a total of 2,019 article abstracts were collected that spanned the period from January 1990 to December 1995, inclusive. The literature was analysed for 18 themes, six article types and 32 business areas, in addition to geographical origin, author origin, date, etc. The analysis showed that 97.8 per cent of the BPR literature has been written since the beginning of 1993, since which time there has been an explosive growth in the number of publications. However, a recent sharp downturn in the number of articles may be a sign that BPR is maturing, if not reaching the end of it useful life-cycle. The almost complete absence of research articles to underpin BPR is a distinctive feature of the literature. Thus, opportunities for researchers, as well as hitherto untapped opportunities for consulting practitioners, are clearly identified. Concludes that, while BPR may not have suffered a sudden fatality, it is the victim of neglect in some critical areas of life support.
 
Article
Describes an empirical study of 15 business processes in three organizations. Business process data were collected in the context of action research projects where the researcher was involved in organizational development activities. Suggests that business processes tend to cut across different departments owing to a contemporary phenomenon - the specialization of knowledge. This leads to the specialization of work with the multiplication of functions and departments in organizations. Also suggests that 70 per cent or more of the product flow through business processes in organizations is made up of information. Discusses organizational implications of these results as regards organizational design and business process redesign focus.
 
Article
Purpose - This paper seeks to evaluate the implications of operations flexibility in industrial supply chains and the effect it has on supporting initiatives designed for build-to-order (BTO) manufacturing. Design/methodology/approach - An industrial case study is used to investigate operations flexibility and its impact on industrial supply chains. Tools used in the analysis include value stream mapping (VSM) and a scorecard for performance measurement. The scorecard tool comprises daily utilisation figures, product demand and responsiveness measures such as supply chain cycle times and pipeline inventory. Findings - The results of the analysis confirm that supply chain VSM and scorecarding are effective tools that can be used to measure the performance of supply chains through the identification of inefficiencies associated with supply chain integration/design. The analysis shows the duration of value-adding and non-value adding activities in the entire chain. Also, the analysis has revealed the close relationship between operations flexibility and the supply chain flexibility dimensions of people and information systems. Research limitations/implications - The research presented analyses the operations and the supply chain of one industrial case study. The analysis does not cover the life cycle of the products mentioned in the study. Practical implications - The study addresses the need, in the manufacturing industry, for tools that can be used in the analysis of manufacturing operations and supply chains, ultimately providing guidelines that can be used in the design of policies focused on performance improvement. Originality/value - BTO initiatives are growing in importance in the manufacturing industry. The flexibility of operations and the supply chain are closely related to the concept of BTO in manufacturing.
 
Article
Business process re-engineering is a hot topic around management and information systems areas. However, the verdict of the new idea is not clear and reports of successful cases are not numerous. Analyses the definitions and characteristics of business process re-engineering (BPR). Reports on a literature survey on the critical failure reasons and success factors. Recognizes that the lack of clear concepts and understanding of BPR definitions creates many problems and, therefore, compares the BPR effort with other improvement programmes such as automation, downsizing, total quality management (TQM) for a better understanding of BPR. Suggests a methodology which can be used as general guidelines for management and re-engineers in performing BPR to enhance success for BPR efforts.
 
Article
Purpose - The purpose of this paper is to show if business process standardization (BPS) has an impact on business process performance and should be considered as both a valid business process management (BPM) measure and a regular driver of process success. Design/methodology/approach - An empirical analysis based on data from 156 firms is used to evaluate the hypothesis that process standardization positively impacts business process time, cost, and quality. Findings - First, the paper proposes a model and empirical operationalization to analyze the impact of process standardization on process performance. Second, empirical analysis shows that BPS has a decisive impact on process performance ( R 2 =61.9 percent). Precisely, there is a significant impact on process time, cost, and most notably on quality. The results indicate that the impact is strongest in services firms and varies subject to a firm's strategy type. Practical implications - The results suggest that BPS should regularly be considered a prime action item and major tool in a firm's BPM toolbox. Originality/value - The paper is among the first to empirically show the vital impact of process standardization on performance. For academics and practitioners interested in BPM and the value impact of processes, the results suggest adding process standardization as a regular argument into research on and management of business processes.
 
Article
Purpose - Extensive literature on business process management suggests that organizations could enhance their overall performance by adopting a process view of business. However, there is a lack of empirical research in this field. The purpose of this paper is to investigate the understanding of the process view and process maturity levels in a transition economy and to test the impact of process orientation maturity level on organizational performance. Design/methodology/approach - Empirical investigation combined an exploratory-confirmatory approach using factor analysis and structural equation modeling. Findings - The investigation confirms the impact of business process orientation on organizational performance in a transition economy. The link is even stronger than in the original investigation. The results show that business process orientation leads to better non-financial performance and indirectly to better financial performance. Practical implications - The research confirms that business process orientation is advantageous for companies since it has a positive influence on organizational performance. The finding that the impact on financial performance is indirect through non-financial performance suggests that the companies have to take that view of performance into consideration as well. Originality/value - The paper is valuable for academics and practitioners because the impact of business process orientation on organizational performance has been confirmed for a transitional economy. Its originality is in the measurement of organizational performance, for which a more detailed specification of organizational performance based on the balanced scorecard concept that includes non-financial performance measures has been used.
 
High-level functions for a hypothetical organization
Event-driven process chain diagram for the hypothetical organization
Systems to support installation management  
Properly aligned process management model
Article
Business process management has received much attention in the industrial engineering and management literature, and its benefits are well known. Much less has been written in the public sector management literature, and what has been written has been very general. Hence, there is confusion among public managers about how business process management concepts should be implemented. How should public organizations reorganize to accommodate business process management? How are existing or new enterprise systems aligned with business process management methodologies? This paper addresses these issues, and concludes that public organizations will have to change their organizational structures radically as well as their enterprise systems in order to implement business process management concepts successfully. The paper also discusses the benefits of public sector process management, and focuses in some detail on two of the reasons that public organizations have incentive to implement business process management methodologies.
 
Conference Paper
Business processes have been the subject of formal study from multiple perspectives for a long time since the start of industrial age. In spite of such sustained focus, processes still are not well understood, left unmanaged and poorly executed. Business schools' teaching is primarily function specific and narrow, while the IT schools focused on narrow technical skills and leaves the 'process view' and 'integration' either to the individual student or the academic. This paper analyzes the inadequacies of current business and IS/IT education and reviews the historical perspective of business processes. It posits the significance of business process management and highlights its ability to provide the missing link to business education. It reports on the strategies employed by business schools and discusses the challenges in the BPM education and research.
 
Conference Paper
Electronic customer relationship management (eCRM) has become the latest paradigm in the world of customer relationship management. Recent business surveys suggest that up to 50 per cent of such implementations do not yield measurable returns on investment. A secondary analysis of 13 case studies suggests that many of these limited success implementations can be attributed to usability and resistance factors. The objective of this paper is to review the general usability and resistance principles in order to build an integrative framework for analyzing eCRM case studies. The conclusions suggest that if organizations want to get the most from their eCRM implementations they need to revisit the general principles of usability and resistance and apply them thoroughly and consistently.
 
Conference Paper
The growing demand for packaged portal solutions is leading to an increasing attention in the management of critical success factors (CSFs) across the stages of the engineering process. We identified and analyzed the most important factors, critical for the success of the implementation of enterprise portals. We also relate the CSFs to the different stages of the implementation process and provide advice on how to manage these factors. Based on these findings, instruments that can improve the engineer-ing and management of portals can be proposed and developed.
 
Article
Purpose: Although software systems used to automate business processes have been becoming rather advanced, the existing practice of developing and modifying graphical process models in those software systems is still primitive: Users have to manually add, change, or delete each node and arc piece by piece. Because such manual operations are typically tedious, time-consuming, and prone to errors, it is desirable to develop an alternative approach. Design/methodology/approach: In this paper, we develop a novel, human-understandable process manipulation language (PML) for specifying operations (e.g., insertion, deletion, merging, and split) on process models. We also develop a prototype system to demonstrate PML. Findings: Manipulation operations on process models can be standardized and, thus, can be facilitated and automated through using a structured language like PML. Originality/value: PML can improve manipulation operations on process models over the existing manual approach in two aspects: First, using PML, users only need to specify what operations are to be performed on process models, and then a computer carries out specified operations as well as performs other routine operations (e.g., generating nodes and arcs). This feature minimizes user effort to deal with low-level details on nodes and arcs. Second, using PML, users can systematically specify operations on process models, thus reducing arbitrary operations and problems in process models.
 
Article
Examines a range of reasons relating to ISO 9000 series certification and the implementation of total quality management (TQM). Identifies five different types of strategies in relation to the approach taken to ISO 9000 series certification and defines their key characteristics. Also identifies and describes four different types of TQM maturity, following the achievement of ISO 9000 registration. Points out that the development of a TQM approach to managing a business is based on the emotional commitment of the chief executive officer, the understanding and knowledge of the management team about TQM, appropriate systems to stimulate, guide and direct TQM activities, and the involvement and participation of employees in the business. The findings indicate that ISO 9000 series registration can be a tool for organisational change, but only if the organisation has a plan to develop its approach to the management of quality on the principles of TQM.
 
Article
As businesses world-wide begin to adopt enterprise resource planning (ERP) systems in increasing numbers, academics are deciding how to utilise these types of systems in information systems (IS) curricula. Alliances with some of the ERP vendors have enabled some universities to develop innovative courses and subjects. Nevertheless, the limited research in this area has only outlined case studies or examples of ERP use in IS. In this paper we outline how ERP systems can be incorporated into a broad IS curriculum model such as IS'97, thus providing a guide to institutions that may be contemplating the use of ERP in their curriculum.
 
Article
Business process simulation (BPS) is used to evaluate the effect of the redesign of a police road traffic accident (RTA) reporting system. The new system aims to provide timely statistical analysis of traffic behaviour to government bodies and to enable more effective utilisation of traffic police personnel. The simulation method is demonstrated in the context of assisting process change enabled by the use of information systems in an organisation in which there had been a historically mixed pattern of success in this activity.
 
Analytical framework (process) for the assessment of uncertainty and flexibility match  
Article
Purpose ‐ The purpose of this paper is to discuss how decisions regarding organisational flexibility can be improved through targeted resource allocation, by focusing on the supply chain's level of uncertainty exposure. Specifically, the issue of where and in what ways flexibility has been incorporated across the organisation's supply chain is addressed. Design/methodology/approach ‐ A two-phase methodology design based on literature review and case study was used. Using 83 journal articles in the areas of uncertainty and flexibility an analytical process for assessing uncertainty-flexibility mismatches was developed. Furthermore, results from ten interviews with senior/middle managers within the Australian manufacturing sector were used to provide preliminary insights on the usefulness and importance of the analytical process and its relationship with organisational practice. Findings ‐ The paper emphasises the importance of having a systematic and encompassing view of uncertainty-flexibility mismatches across the supply chain, as well as the significance of socio-technical engagement. The paper both conceptually and empirically illustrates how, using a structured analytical process, flexibility requirements across the supply, process, control and demand segments of a supply chain might be assessed. A four-step analytical process was accordingly developed and, its application, usefulness and importance discussed using empirical data. Practical implications ‐ The analytical process presented in this paper can assist managers to obtain a comprehensive overview of supply chain flexibility when dealing with situations involving uncertainty. This can facilitate and improve their decision-making with respect to prioritising attention on identified flexibility gaps in order to ensure stability of their performance. Originality/value ‐ The paper presents a supply chain-wide discussion on the difficulties that uncertainty brings to organisations, and how organisational flexibility might serve to moderate those challenges for supply chain management. It discusses how to identify the flexibility gap and proposes an original analytical process for systematic assessment of uncertainty-flexibility mismatches.
 
Article
Purpose – Business process management (BPM) is still mostly associated with methods and software tools for process modeling, automation and redesign/performance analysis, with limited effort toward building and applying interdisciplinary approaches which capture the real complexity of business processes. The purpose of this paper is to elaborate a system view of BPM and presents an actionable body of knowledge to enhance process-related decisions and actions within organizations. Design/methodology/approach – A design science approach is used to build a conceptual contribution based on extended process management literature and a multi-year author experience in the area of business process engineering in both research and education contexts. Findings – A business process management system includes strategy, model, execution and performance dimensions whereas the management of a process involves activities related to scope, structure, resource, systems, dependency, exception, performance and external integration. Research limitations/implications – The frameworks and related definitions need further theoretical development and refinement in terms of the components and reciprocal relations among system and activity elements. In this vein, the study would also benefit from real-life applications and empirical analysis. Practical implications – The paper can support process implementation, maturity assessment and competence development efforts within organizations as well as be a foundational work to advance the creation of a global body of knowledge on process management. Originality/value – The paper proposes a holistic perspective on BPM as a system of components and a bundle of activities, thus providing a twofold strategic and operational tool for process analysts and managers at different levels.
 
Enterprise portal architecture  
Article
Purpose – The purpose of this paper is to introduce enterprise portals and show their ability to provide integrated services in the local government domain. Design/methodology/approach – This paper describes the development and early stage deployment of enterprise portals within two country councils in the UK. Findings – In both cases the portal is seen as a key element of their e-government activities, enabling the councils to meet Central Government targets in this area. The intention is for the portals to provide a single location for residents, businesses and council staff, wishing to access the online information and transactional services provided by the councils. The portals offer the councils a number of very significant benefits that will improve service delivery to citizens, including the ability to share information across their own directorates and also to improve working with other agencies. Research limitations/implications – This study is based on just two organizations, both based in the UK. Although the intention of case study research is not to provide generalisable truths, rather to explore the rich inter-relationship in a given situation, undertaking further case studies, particularly in different countries, may allow common benefits and experiences to be identified. Practical implications – Many governments in the developed world have placed significant emphasis on the adoption of e-business throughout the public sector. The findings of this study will therefore be of interest to those involved in such developments, not just only in the UK but also in all other countries. The study will be of particular relevance to those interested in local government, which, it has been reported, is under-represented in the e-government research literature. Originality/value – Enterprise portals are a relatively new development. Despite considerable coverage by vendors and consultants in practitioner journals, there is a paucity of academic papers in this area, with the few papers that have been published being theoretical in nature. The authors are unaware of any previous empirical studies in this domain and believe that this paper, although exploratory, represents one of the first such studies.
 
Article
Purpose – The purpose of this paper is to develop an integrated framework that aims to support the commitment of managers to green management and environmental strategies. Design/methodology/approach – Relevant literature is reviewed and critically assessed. A framework is provided with the objective of supporting the process of green management adoption and the success of environmental strategies. Findings – Green management issues have the potential to inform a wide range of business processes. The proposed framework clarifies that a multi-criteria approach (including the activity sector, drivers of green management adoption, strategic horizon and level of strategy) is needed to analyze the many critical actions that firms can develop to embrace green management. This model allows firms to be well equipped to address environmental challenges in a strategic manner. Practical implications – This paper offers implications of interest to managers, pointing out that many actions may result in the adoption of socially responsible environmental policies. Specifically, the paper suggests strategies and practices that contribute to green management while simultaneously driving environmental, financial and competitive results. Originality/value – This article responds to the needs of managers who are engaged in environmental social responsibility for a framework to assist in identifying and exploiting the most effective ways of coping with the adoption of green management.
 
"3 x 3 AHP Matrices" Matrix A represents the input values to compute relative priorities of the major attributes namely the ARs, the PRs and the DRs with reference to customization. Matrix B, Matrix C and Matrix D represent the input values for the three sub-attributes that are related to each major attribute and that are needed for computing the inter-criterion priority weights. The concrete input values in the matrices B, C, and D were provided by the practitioners for the ERP customization framework using the Table 3.
Article
Purpose – Customization is a difficult task for many organizations implementing enterprise resource planning (ERP) systems. The purpose of this paper is to develop a new framework based on customers’ requirements to examine the ERP customization choices for the enterprise. The analytical hierarchy process (AHP) technique has been applied complementarily with this framework to prioritize ERP customization choices. Design/methodology/approach – Based on empirical literature, the paper proposed an ERP customization framework anchored on the customer's requirements. A case study research method was used to evaluate the applicability of the framework in a real-life setting. In a case study with 15 practitioners working on the vendor's and the client's sides in an ERP implementation, the paper applied the framework jointly with the AHP technique to prioritize the feasible customization choices for ERP implementation. Findings – The paper demonstrates the applicability of the framework in identifying the various feasible choices for the client organization to consider when they decide to customize their selected ERP product. Research limitations/implications – Further case studies need to be carried out in various contexts to acquire knowledge about the generalizability of the observations. This will also contribute to refining the proposed ERP customization framework. Practical implications – Very few literature sources suggest methods for exploring and evaluating customization options in ERP projects from requirements engineering perspective. The proposed framework helps practitioners and consultants anchor the customization decisions on the customer's requirements and use a well-established prioritization technique, AHP, to identify the feasible customization choices for the implementing enterprise. Originality/value – No previously published research studies provide an approach to prioritize customization choices for ERP anchored on the customer's requirements.
 
Article
Purpose – The purpose of this paper is to assess the appropriateness of using the 12 previously published material flow simplicity rules (SRs) to shape the successful design and implementation of improvements in a casting company product delivery process (PDP). Design/methodology/approach – The business process improvement (BPI) project described in this case study was actively supported by the UK knowledge transfer partnership initiative. Hence, the outcome in terms of gain in the key performance indicators has been subjected to close and independent scrutiny. The dynamics of process change observed (and displayed on the factory floor) can thereby be exploited as signatures showing actual rates of improvement. It is then straightforward to highlight the qualitative impact of SR relevance to the likely outcomes. Findings – The 12 SRs were originally posited based on published research (particularly by Jay Forrester and Jack Burbidge) and many others. This case study independently tests their detailed application in one specific environment. Research limitations/implications – None emerged during this case study. Other investigations may subsequently lead to prioritisation of the rules. Practical implications – On this evidence the 12 material flow SRs are directly relevant and highly effective in the planning and execution of industrial PDP improvement programmes. They provide structure and build confidence during execution of this important task. Originality/value – The paper has originality and values primarily due to new proven application of a recent published technique for BPI auditing.
 
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Article
Purpose – More than two decades after the early works about Business Process Management (BPM) were published by the discipline's thought-leaders of that time, the authors were interested in getting an assessment of what BPM has been able to achieve so far, what promises have been fulfilled, and where BPM should be heading in the future. The purpose of this paper is to discuss the above issues. Design/methodology/approach – The authors conducted an interview with Professor Michael Rosemann, one of today's authorities in the BPM field, who shared with us his thoughts on ambidextrous BPM. Findings – According to Michael Rosemann, the BPM community has, since its conception, put much effort in mastering exploitative BPM that focusses on analyzing and automating single processes as well as on improving such processes step-by-step. However, explorative BPM, which emphasizes radical process change, process innovation and the enabling of new business models, still is in its infancy. Professor Rosemann therefore calls for ambidextrous BPM integrating exploitative and explorative capabilities, more interdisciplinary as well as a closer collaboration between academia and practice. Originality/value – In this interview, Michael Rosemann points to directions of future development for the BPM community, particularly with respect to explorative BPM. Michael Rosemann also highlights the skillset explorative BPM researchers and professionals should have.
 
Article
Purpose – Despite the abundant literature in the private sector, a significant gap was detected in the public sector where there were only a few academic efforts to appraise or assess the implementation of the Japanese approach. The likely reason for this lack of literature is the low implementation of Kaizen that has been evidenced over the years in the public sector. Public organizations have a large number of recommendations at their disposal which are vague, abstract and even contradictory. Accordingly, the assessment of the implementation of Kaizen represents a theoretical gap, the filling of which is both necessary and vital to the body of knowledge that represents the application of continuous improvement in a public setting. Therefore, the main purpose of this paper is to evaluate the design, management and implementation of Kaizen projects in local governments through the analysis and comparison of empirical data with regard to a theoretical conceptual scheme found in the literature. Design/methodology/approach – A qualitative study was conducted using a case study strategy. The case studies were conducted in three Town Halls (two in Spain and one in Mexico) with active and sustained implementation of Kaizen projects. It was verified throughout that the selected cases applied Kaizen projects for at least five years in their work processes and public services. Findings – As a result of the empirical work the authors proposed a new specific and individualized framework for the public sector called: “Kaizen projects conceptual schemes (KPCS), based on the cycle Plan-Do-Check-Act in order to form a theoretical and practical guide that can serve as a base for local governments seeking to implement Kaizen in their management. Research limitations/implications – The study focussed on three Town Halls (two Spanish and one Mexican), so is not possible to generalize the results. Practical implications – El KPCS may represent an instrument of evaluation, management, development and improvement to any Kaizen effort initiated in the public sector. Social implications – The study focussed on public service. Originality/value – As far as the authors are aware, this is one of the first paper to propose a framework of Kaizen in public organizations within both academic and practitioner ambits.
 
Simplified life cycle diagram for urea production  
Article
Cleaner and greener technologies for process and product selection and design have gained popularity in recent years. Life cycle assessment (LCA) is a systematic approach that enables selection of cleaner and greener products and processes. Recently, significant progress has been made for the use of LCA for product/process evaluation and selection, however, its use in process design and environmental decision-making has not been fully exploited. There are challenging activities which require trade-offs among conflicting attributes like cost, technical feasibility and environmental impacts. These attributes can be analysed at the early design stage by considering the full life cycle of a process (and/or a product). A cleaner and greener process referred economical, technically feasible and environmental friendly alternative. This paper proposes an integrated methodology for design by combining LCA with multi-criteria decision-making. This methodology is simple and applicable at the early design stage and guide decision-making under uncertainty. Application of the methodology is demonstrated through a case study of urea production. Les technologies plus propres et plus vertes pour fin de sélection et de conception des procédés et des produits ont gagné en popularité ces dernières années. L?évaluation du cycle de vie (ÉCV) est une méthode systématique permettant la sélection de produits et de procédés plus propres et plus verts. Récemment, des progrès considérables ont été marqués dans l'utilisation de l'ÉCV aux fins de l'évaluation et de la sélection des produits et des procédés. Toutefois, son utilisation dans la conception des procédés et dans le processus décisionnel environnemental n?a pas encore été pleinement exploitée. Certaines activités exigeantes imposent des compromis parmi des attributs conflictuels tels que coûts, faisabilité technique et répercussions sur l'environnement. Il est possible d'analyser ces attributs dès les premiers stades de la conception en prenant en compte le cycle de vie complet d'un procédé (et/ou d'un produit). Un procédé plus propre et plus vert fait référence à une solution de rechange qui se révélera à la fois économique, techniquement réalisable et respectueuse de l'environnement. Ce document propose une méthodologie de conception intégrée en combinant l'ÉCV avec le processus décisionnel à critères multiples. Cette méthodologie est simple et applicable au stade précoce de la conception et orientera le processus décisionnel en situations d'incertitude. On fait la démonstration de l'application de la méthodologie par une étude de cas portant sur la production d'urée. RES
 
Article
This paper explores the implementation of a process-based management system within a service organisation that has recently achieved certification of its quality management system to the ISO 9001:2000 requirements. Many academics and business people alike consider process-based management as a fundamental requirement of certification to ISO 9001:2000 quality management systems. Hence, this paper discusses the definition of a process-based management system and also considers, through a literature review, theories relating to the topic. Consequently, a theoretical model is proposed that outlines the factors affecting successful implementation of a process-based management system. The paper demonstrates that the theoretical model has been assessed within a UK housing association enterprise case study organisation. The case study organisation presented in this paper, shows the potential barriers of implementation of a process-based management system.
 
Article
Purpose – The purpose of this paper is to investigate eRA implementation experiences across a diverse group of firms and sectors in the Indian context to derive useful insights for theory and practice. Design/methodology/approach – A qualitative multiple case study following direct observation of object reality. The data analyzed includes written documentation, archival records, physical artifacts and unstructured interviews with key eRA personnel. Findings – eRA work best in a competitive, high capacity marketplace and are the dominant strategy when the focus is on low search cost per supplier, when the percent reduction over time in the price offered by the current supplier is low and when the product is standardized. The optimum number of bidders is 5 -10. Most of our findings are in line with literature but some of them differ too. Research Limitations/implications – The small sample size and case method approach limits the ability to generalize the findings. The firms were selected as a convenience sample and so may not be truly cross-sectional. Practical implications – eRA improve effectiveness of the sourcing process and facilitate access to new suppliers. They also lead to standardization of sourcing procedures, reduced order cycle, reduced prices and generally higher service levels. Originality/value – Our work is perhaps the first on eRA practices in India. We describe the practices in detail and based on this develop a framework for eRA process and provide detailed and concise guidelines for managers.
 
Article
Purpose – To provide in-depth insights into one specific product recovery operation (remanufacturing) in the automotive sector, taking the example of original equipment manufacturers (OEM). Design/methodology/approach – The research was undertaken within the engine remanufacturing facilities of a major European car manufacturer. The main data collection methods were open-ended, non-directive interviews and process observation. In addition, secondary data (internal company reports and documentation) were collected. Overall, a total of 64 interviews were conducted within the engine remanufacturing plant. Findings – The case study revealed that the remanufacturing processes included challenges that have been traditionally investigated within “conventional” operations and supply chain management, such as high inventory levels or process through-put times. It was also found that product take-back and recovery in the automotive sector do not necessarily stem from a company's mission statement that includes (sustainable) responsibility, but are based on other motives. These motivations include the long-term supply of spare parts, for example. Research limitations/implications – The findings are limited to one specific European car manufacturer and may therefore not necessarily apply to the independent automotive remanufacturing sector or to other OEM remanufacturers. Practical implications – The case study gives an in-depth insight into the issues within automotive product take-back and recovery, the types of obstacles that may occur as well as how these may be overcome in the real world. Originality/value – The findings provide new, real-world insights for academia, but also feedback to industry by providing an in-depth account of current automotive remanufacturing practices undertaken by the OEM.
 
Article
This article has no abstract
 
Article
Purpose – The purpose of this paper is to improve the productivity of a large-sized frozen chicken manufacturer in Thailand. It analyses the production process based on work study principles and identifies the bottleneck operation. It develops three models for the chicken preparation process. Design/methodology/approach – First, analyse the current production system by collecting the cycle time of all operations in the production process based on work study principles. Then, design the production network and identify the bottleneck operation. After that, three methods – based on line balancing (LB), theory of constraints, and JIT concepts or ECRS (eliminate, combine, rearrange and simplify) – are proposed and implemented in the actual production line. Findings – With the ECRS concept, the authors implement combine by combining two stations into one station, such as handling and weighing, or weighing batter and mixing it with chicken. Then, Simplify is implemented at job E, or transporting chicken using a cart instead of walking. This method can improve the cycle time and reduce the number of employees. It can increase the line efficiency by up to 94.20 per cent, reduce the number of employees by 14 persons, and reduce the labour cost by 356,160 baht/year. Originality/value – Most agro-industry manufacturing processes are labour intensive. Thus, production LB can help increase productivity and reduce costs. The authors found that the case study company designed the production line without aligning it with the production network. A simple improvement can be made by adjusting the sequence of the work. In addition, the current production line was not lean. Implementation of the ECRS concept to improve production can reduce the waiting time and simplify the job.
 
Life cycle proposed by ABPMP (2009, p. 27)
BPM life cycle proposed by Verma (2009)
Proposed BPM framework with emphasis on strategy
Article
Purpose – Business process management (BPM) is an emerging research theme in management. BPM lifecycles are models that systematize the steps and activities that should be followed for conducting BPM projects. The theoretical and empirical studies present differences regarding the number of steps and activities that should be carried out for promoting BPM. Using the BPM lifecycle model of the Association of Business Process Management Professionals (ABPMP) – an entity that proposes a common body of knowledge on BPM, as a parameter, this paper conducts a literature review to investigate lifecycle models within the academic-scientific ambit, identify convergences and variations and analyze the alignment between business strategy and processes in BPM activities in these models. The purpose of this paper is to propose a framework that deals with alignment between strategy and business processes in an explicit manner. Design/methodology/approach – A literature review was conducted aimed at prospecting papers about the BPM lifecycle. For such, the Scopus, Google Schoolar and Science Direct databases were accessed. The selection process was structured in two steps: the first filtered studies based on a reading of the title, abstract and key words; the second step consisted of selecting papers based on a complete reading of those papers resulting from the first step and from the references they contained. Findings – Seven BPM lifecycle models were selected and analyzed. A comparison was presented between the model steps and the model proposed by ABPMP. The particularities of each model were identified and the study suggests an alignment of these models with the BPM lifecycle proposed by ABPMP, in particular with the analysis, design and modeling, implementation and monitoring and control steps. Four models do not include the planning step, whereas four others do not incorporate refining. The majority of models studied projects the automation of business processes. This study reinforces that ABPMP's BPM lifecycle is a reference model, observing that the activities in the other models studied are projected in it. However, it was observed that in the ABPMP model as well as the models studied, there is little emphasis on organization strategy and on defining process architecture. Thus, this study suggests the incorporation of activities proposed by Burlton (2010) as an additional instrument for the ABPMP BPM lifecycle model to align strategy to processes in BPM projects. For such, a framework was proposed that deals with alignment between strategy and business process in an explicit manner. Originality/value – This study presents a typology of BPM lifecycle models, with common characteristics and peculiarities, and it analyzes the alignment between processes and strategy in the models’ activities. This study can assist professionals in the adoption of a model for implementing BPM projects and for continuous improvement.
 
BPMN example 'Payment process'
Article
Purpose: The Business Process Modeling Notation is an increasingly important standard for process modeling and has enjoyed high levels of attention in business practice. In this paper, experiences are shared from several research projects investigating the uptake and user acceptance of BPMN by analysts world-wide. This personal viewpoint offers a number of implications for BPM practice and seeks to stimulate and guide further research and other developments in this area.----- Design/methodology/approach: This article offers a personal viewpoint based on the experiences and findings gathered from survey research and interviews on the use of BPMN. While details on research execution are mostly omitted, references are provided to guide the interested reader to the methodology used in the original studies.----- Findings: First, statistics are provided on the usage of BPMN by process modelers world-wide. Amongst others, it is shown that the high interest in BPMN has created a massive demand for BPM education and training. Second, a number of usage problems related to the practice of process modeling with BPMN are described and suggestions are provided how organizations have developed workarounds for these problems. Third, it is suggested that BPMN is over-engineered and more insights into practical usage are needed for future development.----- Research limitations / implications: While being based on empirical research, a limitation of this paper is the lack of detail about research execution; however, references are provided. The paper offers a personal viewpoint on the state of current and future practice of process modeling and discusses a range of implications for future research. Practical implications – The paper describes a number of commonly encountered pitfalls when modeling processes with BPMN. It also provides directions for the organizational implementation and future development of process modeling as well as implications for various BPMN stakeholders.----- Originality/value: This viewpoint is derived from some of very few empirical studies on the usage of BPMN specifically and BPM standards generally.
 
Article
Purpose – The purpose of this paper is to specify the decomposition conditions of Wand and Weber for the Business Process Model and Notation (BPMN). Therefore, an interpretation of the conditions for BPMN is derived and compared to a specification of the conditions for enhanced Event-Driven Process Chains (eEPCs). Based on these results, guidelines for a conformance check of BPMN and eEPC models with the decomposition conditions are shown. Further, guidelines for decomposition are formulated for BPMN models. The usability of the decomposition guidelines is tested with modelling experts. Design/methodology/approach – An approach building on a representational mapping is used for specifying the decomposition conditions. Therefore, ontological constructs of the Bunge-Wand-Weber ontology are mapped to corresponding modelling constructs and an interpretation of the decomposition conditions for BPMN is derived. Guidelines for a conformance check are then defined. Based on these results, decomposition guidelines are formulated. Their usability is tested in interviews. Findings – The research shows that the decomposition conditions stemming from the information systems discipline can be transferred to business process modelling. However, the interpretation of the decomposition conditions depends on specific characteristics of a modelling language. Based on a thorough specification of the conditions, it is possible to derive guidelines for a conformance check of process models with the conditions. In addition, guidelines for decomposition are developed and tested. In the study, these are perceived as understandable and helpful by experts. Research limitations/implications – Research approaches based on representational mappings are subjected to subjectivity. However, by having three researchers performing the approach independently, subjectivity can be mitigated. Further, only ten experts participated in the usability test, which is therefore to be considered as a first step in a more comprising evaluation. Practical implications – This paper provides the process modeller with guidelines enabling a conformance check of BPMN and eEPC process models with the decomposition conditions. Further, guidelines for decomposing BPMN models are introduced. Originality/value – This paper is the first to specify Wand and Weber's decomposition conditions for process modelling with BPMN. A comparison to eEPCs shows, that the ontological expressiveness influences the interpretation of the conditions. Further, guidelines for decomposing BPMN models as well as for checking their adherence to the decomposition conditions are presented.
 
related sofwares for each phase in stage C (After BPR project implementation)
Figure5. Step 2 (clean-slate approach)-identification
Article
Purpose – The purpose of this paper is to present a comprehensive IT tools based methodology (CITM) for BPR projects in order to facilitate implementing BPR project by considering relevant IT tools in each phase of the methodology, both approaches (clean slate and analysis of existing processes on details), and failure analysis for diminishing the risk of the BPR project. Design/methodology/approach – In today's world, corporations need to adjust with the environment changes in order to stay stable in facing market changes. This paper presents a comprehensive methodology in which by considering different aspects for implementing BPR project including IT tools, both BPR approaches, and failure analysis can facilitate BPR project. The proposed methodology's validation was tested by getting the 50 experts' ideas in each phase of the methodology and in a case study at organization and planning department in an IT company. Findings – The structured methodology developed in this paper contain the two debatable approaches of BPR (clean slate approach as well as analysis of existing processes on details approach). This methodology enables the organization to derive a proper way to implement BPR project in order to its situation. In every phase of this methodology, based on their applications in each specific phase, required softwares and IT tools are proposed. The applicability of methodology was analyzed and confirmed thoroughly by the 50 BPR experts and in a case study at an IT company. Originality/value – This study provides a comprehensive methodology to consider the gap of the BPR methodologies in their comprehensiveness, use IT tools and softwares and lower the risk of the BPR implementation. In developing the CITM the challenging approaches are considered, the related softwares and IT tools are proposed and failure analysis is done and considered in each phase of the CITM in order to decrease the risk of its implementation.
 
Communications for commencing, connecting and concluding activities (activities 1-3) and an overall task (Task B) in relation to connected tasks (Tasks A and C)
Channel diagram for Year 0
Responses from informants on questions regarding their preferences for data flow diagram (DFD), design structure matrix (DSM) and channel diagram (CD)
Article
Purpose – The purpose of this paper is to evaluate the benefits of using the business network channel (Bunch) approach for modelling business networks and studying the business network evolution. Business network models put the structures of process models into context by visualising roles and communication channels for social interactions. Design/methodology/approach – The research applies a case study-based approach involving the creation of business network visualisations to capture snapshots of an industrial firm's business network over a three-year period. A questionnaire-based study was also conducted with 18 key informants to evaluate the Bunch approach against existing business network modelling techniques. Findings – This study shows that when business networks – as opposed to business processes – are diagrammatically modelled, patterns of relations between individuals can also be visualised and factored into how information systems are (re)designed and deployed. The study also finds that as business networks evolve, the ability to offer complementary channels of communication and coordinate business/technological information is vital to how upturns in process times improves overall business effectiveness and efficiency. Originality/value – The major contribution of this paper is an exposition on how the Bunch approach could serve as a pedagogical tool for gaining clarity on their roles and links within the business and as an analytical tool for studying the evolution of business networks in relation to roles, links, information technologies, business strategies and business network anomalies.
 
Article
Purpose – The purpose of this paper is to explore project types (PTs) of business process management (BPM). PTs are a key concept to describe development situations in situational method engineering (SME). SME acts on the assumption that generic methods need to be adapted to the specifics of the development situation in which they are to be applied. Design/methodology/approach – The paper draws on results from an empirical analysis directed at the identification of design factors of and realization approaches to BPM. It extends an earlier study through the inclusion of new data points that allow for the derivation and characterization of PTs. To this end, multivariate data analysis techniques such as regression analysis, factor analysis, and cluster analysis are applied. Albeit inherently behavioral, the research described in the paper constitutes an important foundation for subsequent design research (DR) activities, in particular for the engineering of situational methods. Findings – The analysis suggests that there are three major and two minor PTs that characterize development situations of BPM. The common ground of the three major PTs is that they are characterized by a common target state, in this paper denoted as individualist realization approach to BPM. When compared to other realization approaches, this approach is characterized by high maturity and high customization requirements for process management. Research limitations/implications – The gain in insight into the PTs of BPM is particularly useful for the engineering of situational methods aimed at the implementation and advancement of process-oriented management within real-world organizations. However, there are some research limitations/implications for further research: the empirical results are derived from a relatively small data set. The PTs identified in the present contribution therefore need further validation. In order to complete the proposed scenario structure for BPM, a taxonomy of complementary context types needs to be identified, too. Practical implications – Many methods to support BPM or particular aspects thereof have been proposed and discussed. A major shortcoming of most of these methods is that they claim to be of universal validity. SME acts on the idea that there is no “one-size-fits-all” method. Instead, generic methods need to be adapted to the specifics of the development situation in which they are to be applied. The proposed PTs represent a starting point to enable the engineering of situation methods for BPM. Originality/value – The research results of this paper are useful for the construction of methods in the field of BPM which can be adapted to specific development situations.
 
Article
PurposeThe purpose of this paper is to deliver insight into the interaction effects of process-oriented management and business intelligence.Design/methodology/approachThe paper takes up publications from the fields of business intelligence and business process management and analyzes the state of the art of process-centric business intelligence. To highlight the potentials and limitations of the concept, two exemplary use cases are presented and discussed in-depth. Furthermore, a vision for the technical implementation is sketched.FindingsProcess-centric business intelligence is found to play an important role in an organization's striving for competitiveness. The concept's potential benefits are significant. However, the overall levels of adoption and maturity of the concept within real-world organizations appear to be rather low at the moment.Research limitations/implicationsThe paper discusses solely two exemplary use cases the most that could be done within the scope of a journal publication. Therefore, the explanatory power and the representativeness of the results need to be scrutinized in detail.Practical implicationsThe paper highlights the practical significance of process-centric business intelligence. It therefore represents a useful source of information for both practitioners and academics who are interested in improving the efficiency and effectiveness of an organization's information supply in support of its processes.Originality/valueThe paper motivates, describes, and analyzes the concept of process-centric business intelligence. Furthermore, it provides examples of the concept's adoption and benefits from a practitioner's point of view.
 
Article
Purpose – The aim of this paper is to extend a conceptual understanding of business process outsourcing (BPO) and its prevailing practices in the background of the post-liberalized economic scenario of India. Efforts have also been made to discuss the major work verticals of Indian ITES-BPO industry, which further reveals the fact of its domain expertise and in-time delivery of services in a pre-determined standard with least possible cost that has made India a BPO hub. The later part of the study deals with an empirical SWOT-analysis that highlights the key factors that have significant bearing to the very flourishment of this sunshine industry. Design/methodology/approach – The data collected for the analysis are secondary in nature and include various journals, periodicals, survey reports and on-line business reports/news. The techniques like trend analysis and SWOT analysis in particular have been implemented for the purpose of study. Findings – The paper found that in addition to the growth of traditional industries, patronization of this emerging sector is also a high necessity, looking at its socio-economic contribution to the society on one hand and considerable amount of employment creation and income generation capabilities for the bright mass of the country that restrict “brain drain”, on the other hand. Originality/value – The paper describes, analyses and critiques the outsourcing industry in India with reference to a core theory base. It is expected to be helpful in stimulating the analytical mind of the researchers and industry practitioner of the area for scientific decision making and furthering the research on this particular aspect of business.
 
Article
Business processes contain value-added and abuse prevention activities. Most modelling techniques do not provide a rationale for abuse prevention activities. Such a rationale is needed when redesigning business processes. In this paper we propose to consider business processes as the main regulatory mechanism that an organization uses to survive and flourish in its environment. We propose a theoretical framework based on the concept of Homeostasis, the maintenance of identity in a changing world. The framework classifies business processes into three levels and explains the interconnections between processes at different levels and the organization’s environment. Based on this framework, we extend the “Use and Misuse Cases” technique to support modelling of value-added and abuse prevention activities and their interconnections with the organization’s environment. We thus provide the needed rationale for business process redesign.
 
Article
Purpose – The purpose of this paper is to demonstrate that process verification has matured to a level where it can be used in practice. This paper reports on new verification techniques that can be used to assess the correctness of real‐life models. Design/methodology/approach – The proposed approach relies on using formal methods to determine the correctness of business processes with cancellation and OR‐joins. The paper also demonstrates how reduction rules can be used to improve the efficiency. These techniques are presented in the context of the workflow language yet another workflow language (YAWL) that provides direct support for 20 most frequently used patterns found today (including cancellation and OR‐joins). But the results also apply to other languages with these features (e.g. BPMN, EPCs, UML activity diagrams, etc.). An editor has been developed that provides diagnostic information based on the techniques presented in this paper. Findings – The paper proposes four properties for business processes with cancellation and OR‐joins, namely: soundness, weak soundness, irreducible cancellation regions and immutable OR‐joins and develop new techniques to verify these properties. Reduction rules have been used as a means of improving the efficiency of the algorithm. The paper demonstrates the feasibility of this verification approach using a realistic and complex business process, the visa application process for general skilled migration to Australia, modelled as a YAWL workflow with cancellation regions and OR‐joins. Originality/value – Business processes sometimes require complex execution interdependencies to properly complete a process. For instance, it is possible that certain activities need to be cancelled mid‐way though the process. Some parallel activities may require complex “wait and see” style synchronisation depending on a given context. These types of business processes can be found in various domains, such as application integration, B2B commerce, web service composition and workflow systems. Even though cancellation and sophisticated join structures are present in many business processes, existing verification techniques are unable to deal with such processes. Hence, this paper plays an important role in making process verification a reality.
 
Article
Purpose – This paper aims to assess the business value realised from radio frequency identification (RFID)‐enabled healthcare transformation projects as compared with other industries. The paper starts with a review of RFID technology in the healthcare industry and further extends to an in‐depth analysis of mini‐case studies collected from RFID Journal, a leading professional journal dedicated to RFID technology, in order to identify the major benefits of the implementation of RFID systems as well as its business value achieved. In addition, there is further analysis that is being carried out on other industries to have an overview of the benefits of RFID implementation. Design/methodology/approach – Key findings on RFID systems are being obtained from a thorough review of case studies collected from the RFID Journal's database – which for this purpose, provided 20 cases from the healthcare industry and 49 cases from other industries – so as to assess the business value of RFID‐enabled healthcare transformation projects. Findings – Implementation of RFID systems in healthcare resulted in enhanced automational, informational and transformational effects that helped to eliminate paper‐based processes, manual processes and low visibility of patients, staff, equipments and data, etc. Such a transformation definitely gave rise to high financial performances, patient satisfaction and better decision quality on their treatments, which in turn provided a high control, co‐ordination and planning of the healthcare organisation. Further, the results showcase the business value of RFID technology and the benefits gained within the healthcare sector, in comparison with other industries. Overall, this case analysis has indicated that implementation of RFID clearly produced evident effects at the process level of an organisation, thus leading to substantial gains at the organisational level. Originality/value – This paper delivers a review of case studies on RFID‐enabled transformation projects and process innovations, mainly in the healthcare industry, albeit it extends to other industries. For this reason, a review on RFID technology is being discussed while 69 cases are being scrutinised. The results from this paper therefore provide significant evidence of RFID‐enabled healthcare and organisational business value.
 
Top-cited authors
Mohamed Zairi
  • University of Bradford
Fiona Fui-Hoon Nah
Zahir Irani
  • University of Bradford
Jiju Antony
  • Heriot-Watt University
Mohd. Nishat Faisal
  • Qatar University