Fast Fish Eat Slow Fish: Business Transformation at Autogrill

Stijn Viaene, Joachim Van den Bergh Situation faced: Autogrill Belgium, part of the world’s largest provider of catering services to travellers, drifted into a worrisome position in 2006. The company had just gone through a merger, was experiencing financial difficulties, and appeared unable to respond adequately to a changing market context. Action taken: The case […]

Establishment of a Central Process Governance Organization combined with Operational Process Improvements: Insights from a BPM Project at a leading Telecommunications Operator in the Middle East

Christian Czarnecki Situation faced: Because of customer churn, strong competition, and operational inefficiencies, the telecommunications operator ME Telco (fictitious name due to confidentiality) launched a strategic transformation program that included a Business Process Management (BPM) project. Major problems were silo-oriented process management and missing cross-functional transparency. Process improvements were not consistently planned and aligned with […]

Kiss the documents! Or how the City of Ghent digitalizes its service processes.

Amy Van Looy & Sabine Rotthier Situation faced: The case focuses on the digitization of service processes in the City of Ghent. Front-office e-services are integrated into the corporate website and into the back office thanks to digitization of the internal way of working in value chains. Before 2014, the City’s digital services were limited […]

Comprehensive Business Process Management at Siemens: Implementing Business Process Excellence

Bartosz Woliński, Saimir Bala Situation faced: Siemens is a complex organization with offices worldwide. Through many years of development, it grew into a set of businesses, each with a substantial degree of autonomy, supported by central departments. This autonomy gives the departments the flexibility needed to achieve customer intimacy, which requires different process flows in […]

People-Centric, ICT-Enabled Process Innovations via Community, Public and Private Sector Partnership, and e-Leadership: The Case of the Dompe eHospital in Sri Lanka

Dr Wasana Bandara, Rehan Syed, Bandula Ranathunga, Dr K. B. Sampath Kulathilleka. Situation faced: This case study is a unique example of a people-centric ICT-enabled BPM effort that overcame many challenges through steady championship fuelled by a multi-sectorial support network (local community, government agencies, private sector and institutes of higher education). Driven by a desire […]