Business Process Management Cases

Abstract

Business Process Management (BPM) is an important and timely topic. For many companies, BPM is the key for mastering digital transformation and for innovating their business models. The fast pace of change has also taken a grip on concepts and techniques of BPM, with various new ideas emerging from research and practice. Several excellent sources exist that summarize established concepts of BPM. So far, however, a collection of real-world cases making available the experience of organizations applying BPM for various objectives was missing. It is the aim of this book to close this gap and to increase knowledge exchange based on real-world BPM projects for fostering both BPM education and practice. For this book, we have gathered 31 cases on how companies use business process management to achieve outstanding operational results. Each of these cases is organized according to a uniform structure including the following parts: • Introduction—What is the story of the case? The authors give a brief narrative of the entire story to grasp your interest in the case. This part includes a summary of the key figures of the company. • Situation faced—What was the initial problem situation? What situation led to the action taken? The authors specify the context of the case as to needs, constraints, incidents, objectives, and beyond. • Action taken—What has been done? What measures have been taken, as e.g. regarding the process redesign or process innovation? Which methods and approaches have been used? The authors provide a factual passage of the course of events. • Results achieved—What effects could be observed resulting from the action taken? This could be changes in performance measures as well as qualitative statements from employees, customers, or other business partners. Here, the authors also discuss how far expected results materialize and how far expectations were met or not met. • Lessons learned—Reflecting the overall case, what can others learn from it? The authors derive around five lessons learned, which are grounded in the case and which are interesting for others to take as an example.