The perceived effects of business process management

Abstract

Several organizations choose to be process-oriented. They apply the concept of business process management and focus on business processes instead of emphasizing functional structures, i.e. they explicitly design and document their processes, implement the process owner role, employ process performance measurement, etc. This paper empirically explores the outcomes of business process management by conducting interviews with a total of 44 process-oriented firms. Key findings indicate that process orientation leads to higher transparency, clear responsibilities, higher efficiency, structure and tidiness, higher product quality, faster throughput times, and better customer orientation.

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