Key success factors in implementation of process‐based management

Michaela A. Balzarova · Christopher John Bamber · Sharon McCambridge · John M. Sharp

67 citations0/0 files storedBusiness Process Management Journal

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Quality and Management Systems Quality and Supply Management Management Systems and Quality Improvement

Abstract

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.

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References

1984Case Study Research: Design and Methods 1991The fifth discipline, the art and practice of the learning organization 2004Case Study Research 1982Out of the Crisis 1993Reengineering the Corporation 1994MANAGEMENT THEORY AND TOTAL QUALITY: IMPROVING RESEARCH AND PRACTICE THROUGH THEORY DEVELOPMENT 1989Juran on leadership for quality : an executive handbook 1993Total Quality Management: The Route to Improving Performance

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2010Results of an empirical investigation on the anticipated improvement areas of the ISO 9001:2000 standard 2012Investigating process management in firms with quality systems: a multi‐case study 2010Taxonomy of Business Process Management Approaches 2009Project types of business process management 2016Mastering Business Process Management and Business Intelligence in Global Business 2011A structured methodology for enterprise modeling: a case study for modeling the operation of a british organization

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