Business Process Management Journal

Alina M. Chircu; Janis L. Gogan; Scott R. Boss; Ryan Baxter

doi: 10.1108/14637151311308286pmid: N/A

Purpose – The purpose of this paper is to examine how clinical handoffs affect clinical information quality (IQ) and medication administration quality. Design/methodology/approach – A case study was conducted in a US hospital. The authors applied a business process management (BPM) perspective to analyze an end‐to‐end medication administration process and related handoffs, and accounting control theory (ACT) to examine the impact of handoffs on IQ and medication errors. Findings – The study reveals how handoffs can lead to medication errors (by passing information that is not complete, accurate, timely or valid) and can help reduce errors (by preventing, detecting and correcting information quality flaws or prior clinical mistakes). Research limitations/implications – The paper reports on one case study on one hospital unit. Future studies can investigate the impact of clinical IQ on patient safety across the multitude of health information technologies (e.g. computerized provider order entry (CPOE), electronic medication administration records (EMAR), and barcode medication administration systems (BCMA)) and approaches to process design and support (e.g. use of clinical pathways and checklists). Practical implications – The findings can contribute to more successful design, implementation and evaluation of medication administration and other clinical processes, ultimately improving patient safety. Originality/value – The paper's main contribution is the use of accounting control theory to systematically focus on IQ to evaluate and improve end‐to‐end medical administration processes.

Margherita Pero; Lucio Lamberti

doi: 10.1108/14637151311308295pmid: N/A

Purpose – The purpose of this paper is to explore the marketing‐supply chain management (SCM) interface in new product development (NPD) processes through a contingent approach. Design/methodology/approach – The study endorses Thompson's taxonomy of interfaces – pooled interdependence, sequential interdependence and reciprocal interdependence – to classify the approaches observed through case study research on two innovation processes within the same unit. A number of contingent variables is hypothesized as possible factors impacting on the very interface adopted by the company. Thompson's taxonomy and the contingent variables constitute the conceptual framework of the study. Findings – Results show that the conceptual framework provides encouraging results in interpreting the marketing‐SCM interface design by companies, even if some refinements, especially as far as the interface taxonomy are concerned, appear necessary to provide a comprehensive understanding of the phenomenon. Research limitations/implications – Since the study is based on two cases, outcomes cannot be generalized. Nonetheless, the preliminary results and the rich understanding of the phenomenon provided by the in‐depth case studies suggested a number of research proposition to frame future research on the topic. Originality/value – The paper observes the marketing‐SCM interface in a contingent way, providing a new interpretive framework for its analysis and design, and showing how the encouraged view in literature towards marketing‐SCM integration may be problematic and counterproductive in specific circumstances.

Markus Kohlbacher; Hajo A. Reijers

doi: 10.1108/14637151311308303pmid: N/A

Purpose – Several organizations choose a process‐oriented organizational design as a source for competitive advantage. The purpose of this paper is to explore empirically the relationship between process orientation (PO) and firm performance. The paper considers PO as a multidimensional construct and examines how its underlying dimensions impact different aspects of organizational performance. Design/methodology/approach – The paper uses an exploratory research design and investigates the effects of the different PO dimensions on profitability, customer satisfaction, product quality, and time‐based performance using a random sample of Austrian manufacturing firms. Findings – The empirical findings reveal that process performance measurement, a process‐oriented organizational structure, the application of continuous process improvement methods, and – in particular – a culture in line with the process approach, are significantly and positively associated with organizational performance. Originality/value – While a few studies examined the effects of PO on financial performance, there is a clear lack of quantitative studies investigating the effects of PO on other, non‐financial performance measures. In addition, since most of the existing studies treated PO as a single measure, there is a clear lack of studies that investigate the performance effects of individual PO dimensions. The paper incorporates the multidimensional nature of PO and examines the effects of individual PO dimensions on several firm performance aspects.

Mina Ranjbarfard; Mohammad Aghdasi; Amir Albadvi; Mohammad Hassanzadeh

doi: 10.1108/14637151311308312pmid: N/A

Purpose – The aim of this paper is to develop, test and improve a method that draws upon business process improvement literature and combines it with knowledge management approaches for modeling and analyzing knowledge‐intensive business processes. Design/methodology/approach – Analyzing and integrating previous meta models served in knowledge oriented business process researches, a preliminary meta model was developed for modeling knowledge‐intensive business processes. Then an initial version of Proper Arrangement of Knowledge Management Processes (PAKMP) framework was developed according to the knowledge management processes approaches. Third round of interviews with process 137 members were conducted in order to test applicability and completeness of both preliminary meta model and initial version of PAKMP framework in order to improve them. In addition, a five‐steps analysis method achieved through case study which is based on the application of both final Meta model and PAKMP framework. In fact this five‐steps method was applied in Tehran's Municipality which redounded to improve preliminary meta model and initial version of PAKMP framework and endorsed the applicability of the proposed method in real world. Findings – This paper has a contribution in enriching the literature related to integrating KM efforts and BPM efforts by presenting a five‐steps analysis method and testing it in a real case. This method considers both KM and business process management points of view. Research limitations/implications – The general applicability of the method due to the weak generalization of the single case study is a limitation. Originality/value – This paper combines the advantages of the business process improvement and knowledge management approaches and suggests a practical method for modeling and analyzing the knowledge management status in knowledge‐intensive business processes. After analysis, managers should put emphasis on improving the arrangement of KM processes for critical knowledge objects which led to improve the performance of knowledge‐intensive business process trough removing KM problems. The paper concludes by suggesting some topics for future research.

Theresa Schmiedel; Jan vom Brocke; Jan Recker

doi: 10.1108/14637151311308321pmid: N/A

Purpose – Business process management (BPM) requires a holistic perspective that includes managing the culture of an organization to achieve objectives of efficient and effective business processes. Still, the specifics of a BPM‐supportive organizational culture have not been examined so far. Thus, the purpose of this paper is to identify the characteristics of a cultural setting supportive of BPM objectives. Design/methodology/approach – The paper examines the constituent values of a BPM‐supportive cultural setting through a global Delphi study with BPM experts from academia and practice and explore these values in a cultural value framework. Findings – The paper empirically identifies and defines four key cultural values supporting BPM, viz., customer orientation, excellence, responsibility, and teamwork. The paper discusses the relationships between these values and identifies a particular challenge in managing these seemingly competing values. Research limitations/implications – The identification and definition of these values represents a first step towards the operationalization (and empirical analysis) of what has been identified as the concept of BPM culture, i.e. a culture supportive of achieving BPM objectives. Practical implications – Identifying these cultural values provides the basis for developing an instrument that can measure how far an existing cultural context is supportive of BPM. This, in turn, is fundamental for identifying measures towards achieving a BPM culture as a necessary, yet not sufficient means to obtain BPM success. Originality/value – The paper examines which cultural values create an environment receptive for BPM and, thus, specifies the important theoretical construct BPM culture. In addition, the paper raises awareness for realizing these values in a BPM context.

Paloma Maria Santos; Marcus de Melo Braga; Aires José Rover

doi: 10.1108/14637151311308330pmid: N/A

Purpose – The purpose of this paper is to demonstrate the application of UML extensions on the elicitation of the knowledge that is intrinsic to the business processes of electronic government that will be available on digital TV. Design/methodology/approach – Based on the understanding that: knowledge of e‐government is inherent in the applications available to the citizen; these applications aggregate content and services; and business processes result in products or services that are available for the citizen, this study seeks to, through the use of diagrams proposed by Eriksson and Penker, elicit the knowledge intrinsic to business processes, facilitating the development of applications destined to digital TV. Findings – The proposed model facilitates the understanding of business processes and the identification of opportunities for improvement. The application of the BP diagram has enabled the authors to obtain an overview of all elements participating in the process as well as detail the relationship between them in a single diagram to facilitate the understanding of the process as a whole and assist its implementation. The assembly line diagram not only highlighted the interaction between business processes and information objects read and written in the assembly line, but also aided the identification of use cases that support the actors of the system and, consequently, the preparation of the t‐Government application requirements. The activity diagram provided highlights of how the activities that comprise the processes interact among each other and what flow of action is necessary to achieve the goal of the business process. Research limitations/implications – It is worth mentioning that what is being dealt with here is t‐Government applications accessible via iDTV (a fixed device). It is also understood that such applications are not tied to a specific TV program, since they are treated as resident applications; that is, citizens download them from an STB TV Channel and can interact with them whenever they want, regardless of the program that is being aired at the moment. Originality/value – The use of unified modeling language (UML) extensions as a technique for knowledge modeling is a domain still little explored in literature. Although UML was originally designed to assist in systems modeling, its application has been extended to business and knowledge modeling.

Mutaz M. Al‐Debei; Enas Al‐Lozi; Guy Fitzgerald

doi: 10.1108/14637151311308349pmid: N/A

Purpose – The aim of this study is to analytically develop a reference model for engineering (i.e. analysis, design, development, evaluation, delivery, maintenance, modification, and management) powerful value networks capable of creating innovative mobile data services. Design/methodology/approach – The paradigm followed is that of design‐science research (DSR) which incorporates two main iterative processes: build and evaluate. For building the model (i.e. the design science artifact in this research), the authors followed three iterations: literature review analysis; semi‐structured interviews analyzed through content analysis; and examination of real‐life case studies. But for evaluating the model, the authors utilized the NTT DoCoMo's i‐mode case. Findings – This paper puts forward a novel model for engineering value networks of mobile innovations. This model is composed of seven design constructs and their relationships. The developed model is argued to provide significant utility for telecoms in helping them to identify and design powerful value networks following a systematic and practical approach. Research limitations/implications – The data sources is somewhat limited and the sample is somewhat small which may result in lack of sufficient statistical power. Moreover, the analysis may have overlooked some important concepts and theories related to innovations and value networks. Originality/value – This study contributes to the current body of knowledge about how telecoms can best analyze and design their value networks in an approach that maximizes the potential of developing innovative mobile data services.

Dara Schniederjans; Surya Yadav

doi: 10.1108/14637151311308358pmid: N/A

Purpose – The paper aims to present a conceptual model that better defines critical success factors to ERP implementation organized with the technology, organization and environment (TOE) framework. The paper also adds to current literature the critical success factor of trust with the vendor, system and consultant which has largely been ignored in the past. Design/methodology/approach – The paper uses past literature and theoretical and conceptual framework development to illustrate a new conceptual model that incorporates critical success factors that have both been empirically tied to ERP implementation success in the past and new insights into how trust impacts ERP implementation success. Findings – The paper finds a lack of research depicted in how trust impacts ERP implementation success and likewise a lack of a greater conceptual model organized to provide insight into ERP implementation success. Originality/value – The paper proposes a holistic conceptual framework for ERP implementation success and discusses the impact that trust with the vendor, system and consultant has on ERP implementation success.