Emerald | Business Process Management Journal | Table of Contents

TOWARDS A FRAMEWORK FOR IDENTIFYING BUSINESS PROCESS REDESIGN PATTERNS

literatinetwork@emeraldinsight.com (Gregor Zellner) — Fri, 19 Jul 2013 00:00:00 +0100

Abstract

Purpose - Business process redesign (BPR) still is a big issue in improving organizations. A lot of methods and techniques do exist to support this undertaking. Referring to this the purpose of the presented research is to derive a framework for identifying patterns in BPR that help discovering new mechanisms which are indispensable to redesign and improve business processes . Design/methodology/approach - The first part of this research process follows the principals of design science research by deriving the framework as an artifact. The second part focuses on the justification ("Justify/Evaluate") of the framework using a literature review and a laboratory experiment.Findings - A framework for identifying BPR pattern is derived and in parts validated by literature that helps to support the act of improving business processes. The advantages of this approach lie in the integrity of deriving possible patterns and is not limited as attempts in related work suffer from. The practical implications and added value of the (selected) patterns could be validated conducting a laboratory experiment.Research limitations/implications - The justification of the framework is based on a narrow literature review, just to show that this framework is applicable. For a more detailed evaluation a broader literature review is needed. The laboratory experiment only was conducted for four patterns. This also needs to be expanded in further research.Practical implications - The paper is valuable for academics and practitioners because the impact of BPR on organizational performance is high. Using the identified BPR pattern facilitates the redesign of business processes as shown in the experiment.Originality/value - The originality of the paper lies in the possibility to easily identify BPR pattern to support the redesign of existing business processes.

Challenges of Supply Chain Finance: A Detailed Study and a Hierarchical Model Based on the Experiences of an Indian Firm

literatinetwork@emeraldinsight.com (Dileep Satappa More, Preetam Basu) — Fri, 19 Jul 2013 00:00:00 +0100

Abstract

Purpose - The purpose of this paper is to examine the different challenges that confront supply chain finance (SCF) and to develop a hierarchical model that analyzes the complex relationship dynamics among them.Design/methodology/approach - An extensive survey is carried out amongst Indian firms to ascertain the perceptions and experiences related to different SCF challenges. After obtaining an overview of the different SCF challenges, an Indian company with global operations was approached and for the SCF challenges it has been facing a hierarchical relationship structure (HRS) using Interpretive Structural Model (ISM) was developed to gain an in-depth understanding of the inter-relationship between them.Findings - Our study reveals lack of common vision among the supply chain (SC) partners is the most critical challenge confronting SCF. Unpredictable cash-flows resulting from delays in financial transactions due to lack of automation in the payment processes along with lack of knowledge and training on SCF tools also play significant roles. As organizations are tightly integrated through their SC, they should initiate collaborative approaches across the SC to reduce the total procure to payment cycle time and in the process improve overall financial stability of the SC.Research limitations/implications - This study is based on the findings from the Indian industry; future research may include a large-scale survey and case studies across organizations located in different countries and operating under different environments.Practical implications - Based on the study, firms can evaluate the dynamics of SCF challenges and redefine SC relationship and strategies to achieve desired cash flow in the SC.Originality/value - The academic literature on financial supply chains is very limited. This paper appears to be the first formal attempt at analyzing the various challenges confronting SCF.

Efficient Service Production - Service Factories in Banking

literatinetwork@emeraldinsight.com (Markku Tinnilä) — Fri, 19 Jul 2013 00:00:00 +0100

Abstract

Purpose - Banking industry is definitely among the service industries that have been thoroughly transformed during the past decades. The direction of development has been toward more efficient mass services enabled by ICT. This paper focuses on analysing the changes in banking services, particularly the mass services offered through service factories as proposed by Schmenner (1986, 2004). The aim is to review the previous literature on efficient production of banking services, and particularly analyse the effects of service factories in this area. Design/methodology/approach - The theoretical focus of the paper reviews the frameworks and models for service positioning and efficiency for recognising the typical banking services used in the analyses. The Service Process Matrix is analysed for its components and implications for recognising efficient service processes for different types of services. Findings - The findings show that the Service Process Matrix provides a tool for categorising different services for their efficiency in the case industry analysed. The matrix is adapted to better reflect the changes in banking services. Originality/value - The quest for service efficiency is of importance both in public services and service businesses alike. Several tools and models have been proposed to analyse the most appropriate way to produce services of different types. This paper analyses this area and provides for managers insights in how to position different service types for best customer value and efficient service processes. The paper also provides insights for service researchers looking for frameworks to categorise different service types.

Measuring Process Capital from a System Model Perspective

literatinetwork@emeraldinsight.com (Shari S. C. Shang, Ya-Ling Wu) — Fri, 19 Jul 2013 00:00:00 +0100

Abstract

Purpose - The objective of this study is to seek effective measurement methods that reflect the real value of process capital.Design/methodology/approach - From a system model perspective, we refined the existing knowledge of process measurement by distinguishing three kinds of indicator for the value of process capital: input, output, and the capability to manage process capital. The design of this study, therefore, incorporates a longitudinal analysis of the content of process capital and traces its evolution by attaching a monetary value to activities and assets.Findings - The tested results reveal that the input measure is a less effective measure for process capital, while the output measure is a valid one for measuring operational and managerial performance of process capital. The capability to manage process capital can predict all dimensions of process capital in both the short- and long-term periods.Practical implications - A practical view of process capital enhances the current understanding of process capital by highlighting the sustainability of process value and the validity of measuring output and management capability of the process capital. Second, the study results also explain the productivity paradox because of the complexity of the hidden cost of process input and the distinctive capability of organizations in managing technology and complementary resources. Finally, the system view of process capital, from input through process to output of the process capital, with operationalized measures, provides a useful reference for examining intellectual capital.Originality/value - The findings offer a more robust definition of process capital as a firm’s established capability to exploit the knowledge of business processes and organize resources in designing and managing business activities for sustained value.

Strategic management for product development

literatinetwork@emeraldinsight.com (Anne-Maria Aho, Lorna Uden) — Fri, 19 Jul 2013 00:00:00 +0100

Abstract

Purpose - This is an empirical and theoretical study to shed light on understanding how value creation can be improved by developing dynamic capabilities in product development in the case of a software engineering process.Design/methodology/approach - The methodology involves a single-case, longitudinal empirical study by progression of cycles of action research and data collection during a seven-year period. (1 Jan 2004 – 31 Nov 2010), comprising 55 corporate projectsFindings - This study will provide significant new information about value creation in multi-disciplined product development. The study integrates value considerations into the principles and practices of software engineering, implements the aspect of dynamic capabilities in a software engineering process in order to create and sustain competitive advantage. As a result of the study, a model of value creation for software engineering process is created and guidelines are established.Research limitations/implications - The contextual features were strongly present during the research process, which means that the model created needs to be tested in other settings by other researchers.Practical implications - The results of the study provide management with guidelines for developing and maintaining the importance of value creation in the software engineering process.Originality/value - To create a new model of value creation for the software engineering process in product development, through which competitive advantage is created and sustained.

BUSINESS PROCESS MANAGEMENT: A SYSTEMIC APPROACH?

Fri, 19 Jul 2013 00:00:00 +0100

Abstract

Purpose - The objective of the present study is to assess whether the business process management (BPM) approach contributes to applying systemic characteristics in organisations.Design/methodology/approach - This is a theoretical and descriptive work based on a review of the literature on BPM and systemic approach.Findings - From the analysis of its stages, it was possible to find a strong correspondence between BPM and the systemic characteristics found in the literature.Practical implications - The paper presents practical implications to professionals as well as academics. The contribution to the body of knowledge on BPM derives from the identification of systemic characteristics in it, thus justifying its practical application to organisations in order to ensure better systemicity and adaptability. As processes are directed to the same goal, unnecessary and misdirected steps are redesigned or eliminated, concentrating resources on core processes and improving the organisation’s performance. The paper also contributes to education, since the systemic approach may be a key subject to clarify the inter-relationships among processes, and processes and their contexts.Originality/value - The originality resides on elucidating the systemic characteristics of BPM, being academically valuable for justifying the studies about such an approach, besides contributing to the characterisation of its basic assumptions as well. In addition, the value of the present work for business management resides in the identification of a practical approach which can be applied to organisations in order to ensure them systemicity and flexibility.

DEVELOPING A BUSINES PROCESS FOR PRODUCT DEVELOPMENT

literatinetwork@emeraldinsight.com (trevor cadden, Stephen John Downes) — Fri, 19 Jul 2013 00:00:00 +0100

Abstract

Purpose - Research studies have revealed that early supplier involvement in the product development process is essential but few empirical studies exist. The primary research aim of this paper is to investigate early supplier integration within new product introduction through the development of a business process for the electric power division of a multinational engineering firm and its suppliers throughout the value chain. Design/methodology/approach - A Kaizen event or rapid improvement workshop made up of a cross-functional matrix team captured the current state of supplier integration within the electric power division new product introduction process, before generating perspectives and specific recommendations. Emergent issues with respect to commodity positioning, supplier integration timing and responsibility were synthesised into a transformational change model to improve early supplier integration. Findings - – The findings suggest that a more holistic view of supplier integration is needed; extending the scope beyond the individual firm-centric factors we must recognise the importance of design for supply chain and the overall value network. A move toward defining supplier commodity type’s pre project launch with a focus on critical suppliers timing and collaborative responsibility is required along with a focus on certification body integration as a competitive advantage. Research limitations/implications - Future research might address the effect of the communication of customer value to the supplier through Quality functional Deployment (QFD) and advanced product quality planning (APQP) as a tool to increase product functional attributes and customer value through early supplier integration. Practical implications - Development of a business process for early supplier involvement in new product development that can be used in tandem with transformational change. This will provide top management with a methodology and process that can be applied to many aspects of business improvement. Originality/value - Use of six sigma methodology to develop a business process for early supplier involvement in new product development. This will be useful for practitioners and academics alike.

The Value of Telecom Subscribers and Customer Relationship Management

Fri, 19 Jul 2013 00:00:00 +0100

Abstract

Purpose - In new business trends, gaining customers’ satisfaction has a high order in the agenda of the organizations’ objectives. So, we came to investigate the customers' value in relation to customer relationship management.Design/methodology/approach - This research was a cross-sectional survey. The population was comprised of the entire mobile subscribers of Khorasan-e-Razavi Telecom Company in the first half of 2009.Findings - Customer satisfaction is one of the most influential variables affecting brand loyalty. An enhancement in the perceived concrete and abstract drawbacks of the purchased product under study (mobile) has not discouraged loyalty or satisfaction.Originality/value - This article uses Wang's analysis Model for mobile industry in an Islamic Country which previously applied by China's Banking Industry