Identifying Best Practices in Business Process Management Using Fuzzy Analytical Hierarchy Process

To implement Business Process Management several best practices can be distinguished. This paper provides an overview of the best practices that can support BPM practitioners to develop business process maturity. Various common BPM practices are derived from a literature survey and interviews with process architects. Practices are assessed through questionnaires and final best practices selected through Fuzzy Analytical Hierarchical Process are presented. The study has been carried out among process architects in 3 large telecommunication companies in Denmark. Although every organization has different needs, the best practices identified in this paper are believed to have a wide applicability across various telecommunication organizations. The overall conclusion is that the framework is indeed helpful in supporting BPM application improvement and can be put in practice by the BPM practitioner community.

[1]  Stephen A.W. Drew,et al.  From knowledge to action: the impact of benchmarking on organizational performance , 1997 .

[2]  C K Kwong,et al.  Determining the Importance Weights for the Customer Requirements in QFD Using a Fuzzy AHP with an Extent Analysis Approach , 2003 .

[3]  Mohamed Zairi,et al.  Business process management: a boundaryless approach to modern competitiveness , 1997, Bus. Process. Manag. J..

[4]  M. Hammer,et al.  REENGINEERING THE CORPORATION: A MANIFESTO FOR BUSINESS REVOLUTION , 1995 .

[5]  Saul I. Gass,et al.  The Analytic Hierarchy Process - An Exposition , 2001, Oper. Res..

[6]  Fatemeh Zahedi,et al.  The Analytic Hierarchy Process—A Survey of the Method and its Applications , 1986 .

[7]  J. Antony,et al.  A business process change framework for examining the implementation of six sigma: a case study of Dow Chemicals , 2004 .

[8]  D. Chang.  Applications of the extent analysis method on fuzzy AHP , 1996 .

[9]  Hajo A. Reijers,et al.  Best practices in business process redesign: an overview and qualitative evaluation of successful redesign heuristics , 2005 .

[10]  R. Buckley,et al.  Distinguishing the Effects of Area and Habitat Type on Island Plant Species Richness by Separating Floristic Elements and Substrate Types and Controlling for Island Isolation , 1985 .

[11]  Mojca Indihar Stemberger,et al.  The impact of business process orientation on financial and non-financial performance , 2008, Bus. Process. Manag. J..

[12]  A. Gustafsson,et al.  Improving Customer Satisfaction, Loyalty, and Profit : An Integrated Measurement and Management System , 2000 .

[13]  Thomas L. Saaty,et al.  Decision-making with the AHP: Why is the principal eigenvector necessary , 2003, Eur. J. Oper. Res..

[14]  Marc Antoni,et al.  Process orientation: The Swedish experience , 1999 .

[15]  J. Roos,et al.  Measuring your company's intellectual performance , 1997 .

[16]  T. Saaty,et al.  The Analytic Hierarchy Process , 1985 .

[17]  Hajo A. Reijers,et al.  Best practices in business process redesign: use and impact , 2007, Bus. Process. Manag. J..

[18]  Barrie G. Dale,et al.  Business process management: a review and evaluation , 1998, Bus. Process. Manag. J..

[19]  Mojca Indihar Stemberger,et al.  The influence of business process management and some other CSFs on successful ERP implementation , 2009, Bus. Process. Manag. J..

[20]  Ying-Ming Wang,et al.  Fuzzy TOPSIS method based on alpha level sets with an application to bridge risk assessment , 2006, Expert Syst. Appl..

[21]  Kevin McCormack,et al.  The development of a supply chain management process maturity model using the concepts of business process orientation , 2004 .

[22]  Tonia De Bruin,et al.  Business process management : theory on progression and maturity , 2009 .

[23]  Roger T. Burlton.  Delivering Business Strategy Through Process Management , 2015, Handbook on Business Process Management.

[24]  Patrick T. Harker,et al.  Measuring aggregate process performance using AHP , 1999, Eur. J. Oper. Res..

[25]  Leslie M. Marx,et al.  Process Variation As a Determinant of Bank Performance: Evidence From the Retail Banking Study , 1999 .

[26]  Armando Calabrese,et al.  Using Fuzzy AHP to manage Intellectual Capital assets: An application to the ICT service industry , 2013, Expert Syst. Appl..

[27]  Peter Trkman,et al.  International Journal of Information Management , 2022 .

[28]  Mohsen Attaran,et al.  Exploring the relationship between information technology and business process reengineering , 2004, Inf. Manag..

[29]  S. Drew.  Executive summariesFrom knowledge to action: the impact of benchmarking on organizational performance , 1997 .

[30]  James J. Buckley,et al.  Fuzzy hierarchical analysis: the Lambda-Max method , 2001, Fuzzy Sets Syst..

[31]  Rhian Silvestro,et al.  Challenging the paradigm of the process enterprise : a case-study analysis of BPR implementation , 2002 .

[32]  Michael Rosemann,et al.  The Six Core Elements of Business Process Management , 2015 .

[33]  Aşkın Özdağoğlu,et al.  Comparison of AHP and Fuzzy AHP for the Multi-Criteria Decision Making Processes with Linguistic Evaluations , 2007 .

[34]  Michael Rosemann,et al.  Towards a Business Process Management Maturity Model , 2005, ECIS.

[35]  A. Spanyi.  Business Process Management is a Team Sport: Play it to Win! , 2003 .

[36]  Eric W. T. Ngai,et al.  Examining the critical success factors in the adoption of enterprise resource planning , 2008, Comput. Ind..

[37]  D. Schulz.  What a wonderful world it could be , 1997 .

[38]  Colin Armistead,et al.  Business process management - lessons from European business , 1999, Bus. Process. Manag. J..

[39]  Ronald Batenburg,et al.  Cultural Differences in Implementing Business Process Management Systems , 2010, AMCIS.

[40]  J. Brocke,et al.  Handbook on Business Process Management 1 , 2010 .