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Journal cover: Managing Service Quality

Managing Service Quality

ISSN: 0960-4529

Online from: 1991

Subject Area: Managing Quality

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Investigating the impact of business-process-competent information systems (ISs) on business performance

Document Information:
Title:Investigating the impact of business-process-competent information systems (ISs) on business performance
Author(s):Malamatenia-Alma A. Pantazi, (OTE S.A., Marousi, Greece), Nikolaos B. Georgopoulos, (University of Piraeus, Piraeus, Greece)
Citation:Malamatenia-Alma A. Pantazi, Nikolaos B. Georgopoulos, (2006) "Investigating the impact of business-process-competent information systems (ISs) on business performance", Managing Service Quality, Vol. 16 Iss: 4, pp.421 - 434
Keywords:Business performance, Business process re-engineering, Greece, Information systems, Process management, Strategic alignment
Article type:Conceptual paper
DOI:10.1108/09604520610675739 (Permanent URL)
Publisher:Emerald Group Publishing Limited

Purpose – Investments in information systems (ISs) seem to suffer from the productivity paradox. In this article three interpretations of this paradox are explored and a business process (BP) oriented methodology to overcome it is suggested. The final goal is to investigate the relationship between a BP-competent IS and improved business performance.

Design/methodology/approach – Verification of the hypothesis made that BP-competent ISs have a positive impact on business performance, is expected to be validated by a quantitative research based on a questionnaire survey.

Findings – This is a conceptual article that suggests a new BP-driven methodology to assess IS business value and impact on business performance.

Research limitations/implications – Business process management (BPM) and the software tools that support it (i.e. business process management systems or BPMS) are quite new issues for the Greek business reality, and therefore there might be little evidence on application of such methodologies.

Practical implications – Focusing on the alignment of ISs to BPs helps a company solve misalignment that is due to many independent initiatives and deal with problems that cross-departmental boundaries. It also prompts a company redirect focus from ISs to BPs and therefore resolve the problems rather than the symptoms. Knowing the positive impact of BP-competent ISs on business performance makes it possible for an enterprise to realize the importance of pursuing a process-oriented management style were focus is placed on value-delivering

Originality/value – The value of the suggested methodology lies in the synthesis of distinct ideas and issues into a unique holistic assessment framework.

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