Setting Up and Managing Business Process Standardization: Insights from a Case Study with a Multinational E-Commerce Firm

Abstract

Business process standardization (BPS) is an important aspect of BPM that receives increasing academic and practitioner attention. But what makes projects successful and how can a firm establish a sustainable capability for continuous process improvements? This paper draws on a case study with a leading E-commerce company about key business and IT-actions that contribute to success. Further - while so far most projects were designed as only-once activities the paper shows how companies can enhance their activities towards a BPS competency allowing for continuous process improvements.

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