Purpose – Extensive literature on business process management suggests that organisations could enhance their overall performance by adopting a process view of business. However, there is a lack of empirical research in this field. The purpose of this paper is to investigate the understanding...

Purpose – The main objective of this paper is to investigate the role of information technology (IT) in business process reengineering (BPR) and their interdependency in the organization, and also to provide a framework for facilitating BPR efforts through IT tools for leading the organization...

Purpose – 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 implementation. A detailed reflective analysis provides an opportunity to explore how different process...

Purpose – Migration from the traditional management model to the BPM (business process management) approach results in improved process performance. In order to promote BPM, it is necessary to have an organizational approach that defines the necessary tasks of the processes' project,...

This paper reports on the findings of a survey and case study research into the understanding and application of business process management (BPM) in European companies. The process perspective is increasingly being seen as a mechanism for achieving competitive advantage through performance...

Communication aspects within organisational changes have received greater attention since the advent of business process re‐engineering. This fact has been attributed mainly to the necessity of eliminating a higher degree of human resistance on the implementation of such a project. Our...

We embarked on a case study to explore one organization’s experiences with radical change for the purpose of uncovering how they achieved success. The organization we examined was Honeywell Inc. in Phoenix, Arizona, USA. From the interview data, we were able to devise a set of ten lessons to...

Satisfying customers is the best method for organizations to gain competitive advantage. To deliver quality services to customers, we need to understand their expectations. Given accurate understanding of expectations, customer service, which can be regarded as a process that consists of several...

Purpose – As organizations attempt to deal with change that is transforming, research has identified factors that need to be present in order to optimize the change transformation. The purpose of this research paper is to focus on those critical success factors. Design/methodology/approach –...

Purpose – The purpose of this paper is to present and test a model that seeks to answer Robey et al. 's challenge that “ERP's critical success factors offer few insights beyond conventional wisdom.” The model proposes that many so‐called critical success factors (CSFs) affect...