Which cultural values matter to business process management? Results from a global Delphi study

Which cultural values matter to business process management? Results from a global Delphi study 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Business Process Management Journal Emerald Publishing

Which cultural values matter to business process management? Results from a global Delphi study

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Publisher
Emerald Publishing
Copyright
Copyright © 2013 Emerald Group Publishing Limited. All rights reserved.
ISSN
1463-7154
DOI
10.1108/14637151311308321
Publisher site
See Article on Publisher Site

Abstract

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.

Journal

Business Process Management JournalEmerald Publishing

Published: Apr 12, 2013

Keywords: Cultural values; Business process management; Delphi study; Construct development; BPM culture; Organizational culture; Process management

References

  • BPR implementation process
    Al‐Mashari, M.; Zairi, M.
  • Implications of business process management for operations management
    Armistead, C.; Machin, S.
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    Hasson, F.; Keeney, S.; McKenna, H.
  • How culture influences IT‐enabled organizational change and information systems
    Martinsons, M.G.; Davison, R.M.; Martinsons, V.
  • The Delphi method as a research tool: an example, design considerations and applications
    Okoli, C.; Pawlowski, S.D.
  • The Delphi technique: myths and realities
    Powell, C.
  • Business process management: lessons from European business
    Pritchard, J.‐P.; Armistead, C.
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    Smart, P.A.; Maddern, H.; Maull, R.S.
  • The critical success factors of business process management
    Trkman, P.
  • Culture in business process management: a literature review
    vom Brocke, J.; Sinnl, T.
  • IT‐enabled business process reengineering
    Willcocks, L.; Smith, G.

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