Title:	THE DYNAMICS OF A BPM IMPLEMENTATION: A MIXED METHOD STUDY ON IMPLEMENTATION EFFECTIVENESS AND SYSTEM SUCCESS
Author(s):	Benny M.E. De Waal, Ronald Batenburg
ISBN:	978-972-8939-73-1
Editors:	Miguel Baptista Nunes, Guo Chao Peng, Jörg Roth, Hans Weghorn and Pedro Isaías
Year:	2012
Edition:	Single
Keywords:	Implementation effectiveness, System success, Business Process Management, Mixed method research, Qantative and qualitative research.
Type:	Full Paper
First Page:	53
Last Page:	62
Language:	English
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Full Contents:	click to dowload
Paper Abstract:	What has happened during the implementation of a business process management (BPM) system? This paper describes how system success has changed after the implementation of a BPM system, and explains how events and behavior during the BPM implementation have influenced this. Using a mixed method approach, survey data was collected from end-users before and after the implementation of a BPM system in a large Dutch social insurance organisation, and by 52 additional semi-structured interviews. The results show that system success after the BPM implementation was dramatically declined. Analysis based on the Klein-Sorra model of implementation effectiveness shows that implementation climate and innovation-values fit were very weak and can be considered as explanations of the decline in system success. For practitioners, this research offers four practices to be considered during BPM implementation.
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