Process orientation and the impact on operational performance and customer-focused performance

Process orientation and the impact on operational performance and customer-focused performance PurposeThe purpose of this paper is to examine the impact of process orientation at the employee level on operational performance (OP) and customer-focused performance (CP), where the components process thinking by staff, process mapping (PM) and process standardization (PS) are cumulative developments, building on each other.Design/methodology/approachStructural equations modeling is used to analyze survey data collected from 198 participants at a business school in the period 2012/2013.FindingsThe results show that the impact of process thinking by staff on both OP and CP is mediated by PM and PS and improvement. The study also shows that process thinking by staff is a prerequisite for PM and standardization.Originality/valueThis research makes several important theoretical and managerial contributions toward the objective of a better understanding of the working of process orientation. It shows that different components of process orientation reinforce each other; process orientation maturity depends on the effort being applied in creating a particular sequence of process management components and that these components should be considered as cumulative developments, building on each other. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Business Process Management Journal Emerald Publishing

Process orientation and the impact on operational performance and customer-focused performance

Loading next page...
 
/lp/emerald-publishing/process-orientation-and-the-impact-on-operational-performance-and-veQWNoKDFl
Publisher site
See Article on Publisher Site

Abstract

PurposeThe purpose of this paper is to examine the impact of process orientation at the employee level on operational performance (OP) and customer-focused performance (CP), where the components process thinking by staff, process mapping (PM) and process standardization (PS) are cumulative developments, building on each other.Design/methodology/approachStructural equations modeling is used to analyze survey data collected from 198 participants at a business school in the period 2012/2013.FindingsThe results show that the impact of process thinking by staff on both OP and CP is mediated by PM and PS and improvement. The study also shows that process thinking by staff is a prerequisite for PM and standardization.Originality/valueThis research makes several important theoretical and managerial contributions toward the objective of a better understanding of the working of process orientation. It shows that different components of process orientation reinforce each other; process orientation maturity depends on the effort being applied in creating a particular sequence of process management components and that these components should be considered as cumulative developments, building on each other.

Journal

Business Process Management JournalEmerald Publishing

Published: Apr 3, 2018

There are no references for this article.

You’re reading a free preview. Subscribe to read the entire article.


DeepDyve is your
personal research library

It’s your single place to instantly
discover and read the research
that matters to you.

Enjoy affordable access to
over 18 million articles from more than
15,000 peer-reviewed journals.

All for just $49/month

Explore the DeepDyve Library

Search

Query the DeepDyve database, plus search all of PubMed and Google Scholar seamlessly

Organize

Save any article or search result from DeepDyve, PubMed, and Google Scholar... all in one place.

Access

Get unlimited, online access to over 18 million full-text articles from more than 15,000 scientific journals.

Your journals are on DeepDyve

Read from thousands of the leading scholarly journals from SpringerNature, Elsevier, Wiley-Blackwell, Oxford University Press and more.

All the latest content is available, no embargo periods.

See the journals in your area

DeepDyve

Freelancer

DeepDyve

Pro

Price

FREE

$49/month
$360/year

Save searches from
Google Scholar,
PubMed

Create folders to
organize your research

Export folders, citations

Read DeepDyve articles

Abstract access only

Unlimited access to over
18 million full-text articles

Print

20 pages / month

PDF Discount

20% off