Business Process Management Journal: Volume 17 Issue 6

A challenging success: a process audit perspective on change

Alison Parkes, Michael Davern

The purpose of this paper is to explore how success emerges in a business process change initiative, given the often conflicting forces and challenges present in a workflow…

Consumer's expectations from mobile CRM services: a banking context

Purnima S. Sangle, Preety Awasthi

The purpose of this paper is to develop an understanding of the primary concerns of a customer when they use mobile banking services and identify factors that can be used for…

Examining ERP implementation success from a project environment perspective

Shahin Dezdar, Sulaiman Ainin

The purpose of this paper is to identify factors that are crucial for the successful implementation of enterprise resource planning (ERP) systems. Although there are many factors…

Supply chain management, knowledge management capability, and their linkages towards firm performance

Wai Peng Wong, Kuan Yew Wong

The purpose of this paper is to investigate how supply chain management (SCM) practices and knowledge management (KM) capabilities affect firm performance. This study was…

The business drivers behind ECM initiatives: a process perspective

Jan vom Brocke, Alexander Simons, Andrea Herbst, René Derungs, Stefan Novotny

The purpose of this paper is to identify organizational challenges that drive enterprise content management (ECM) adoption from a process point of view.

Performance of organisations treating lean as an ideology

Sanjay Bhasin

British empirical research suggests culture and change have contributed to every lean failure. Whilst prevailing research implies that successful lean implementations lead to a…

Process performance indicators in redesigning the patient care process

Elena Gospodarevskaya, Leonid Churilov

The purpose of this paper is to investigate the regulator's attempt at redesigning the patient care process (PCP) – a core business process in public hospitals – by introducing…