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Lessons from the “BPO journey” in a public housing company: toward a strategy for BPO
Karlstad University, Faculty of Arts and Social Sciences (starting 2013), Karlstad Business School (from 2013). (Informatik)ORCID iD: 0000-0002-4468-7524
Vinna Matchen AB.
2019 (English)In: Business Process Management Journal, ISSN 1463-7154, E-ISSN 1758-4116Article in journal (Refereed) Epub ahead of print
Abstract [en]

Purpose – Despite many efforts within organizations toward business process orientation (BPO), research on real-world experiences remains in its infancy. The purpose of this paper is to redress the existing knowledge gap by analyzing a Swedish public housing company that has made notable effects regarding BPO and to explore lessons learned from the BPO journey (from 1998 to 2013).

Design/methodology/approach – The point of departure is principles in the BPO foundation, principles of successful BPM and effects in empirically based literature. The reconstruction of the narrative case study describes milestones and critical junctions, as well as effects based on quantitative and qualitative data.

Findings – Effects in BPO are demonstrated in terms of higher customer satisfaction, increased innovative ability, improved operational performance, higher employee satisfaction and, as a result of these, increased profitability. Theoretical constructs with implications for the theory building on BPO are suggested in a three-layer management framework – with capabilities and abilities emerging from the case study used as an illustrative example.

Practical implications – Lessons are learned regarding critical practices related to advancement in BPO. A strategy-building process based on eight design propositions is suggested to define the pre-conditions for BPO in an organization.

Originality/value – This is the first longitudinal case study to provide a comprehensive view and detailed insights of a BPO journey and top management performance toward a business process-oriented organization. Practitioners and BPM community get valuable insights into how the temporality and the context shape the BPO maturity process in terms of new organizational structure and roles during the journey.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2019.
Keywords [en]
Capabilities, Business process management, Longitudinal case study, Business process orientation, Effects, Strategy for BPO
National Category
Information Systems, Social aspects
Research subject
Information Systems
Identifiers
URN: urn:nbn:se:kau:diva-76031DOI: 10.1108/BPMJ-04-2017-0091ISI: 000502809000001OAI: oai:DiVA.org:kau-76031DiVA, id: diva2:1381034
Available from: 2019-12-20 Created: 2019-12-20 Last updated: 2020-01-14Bibliographically approved

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