Michael Rosemann Situation faced: The higher education sector faces like most information-intensive industries an opportunity-rich, digital future. Nowadays, students demand contemporary, multi-channel learning experiences and fast evolving digital affordances provide universities with a growing design space for their future processes. Legislative changes, a globalizing market of learners and educational providers, and the emergence of new […]
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BPM Adoption and Business Transformation at Snaga, a Public Company: Critical Success Factors for Five Stages of BPM
Andrej Kovačič, Gregor Hauc, Brina Buh, Mojca Indihar Štemberger Situation faced: Snaga is a Slovenian public company that provides a series of waste treatment services for 368,000 citizens of the Municipality of Ljubljana and ten other municipalities. In 2006, prior to adopting BPM and implementing a new information system, the company had obsolete and non-integrated […]
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 […]
Adoption of RFID Technology: The Case of Adler—A European Fashion Retail Company
Roland Leitz, Andreas Solti, Alexander Weinhard, Jan Mendling Situation faced: Adler Modemärkte AG (Adler hereafter) is a fashion retailer that operates mainly in the German-speaking countries. At the beginning of the twenty-first century, firstmovers in the fashion retail sector began to adopt RFIDtechnology.Adlermonitored this newtechnology and decided to adopt it in 2010, even though it […]
Enabling Flexibility of Business Processes Using Compliance Rules. The Case of Mobiliar
Thanh Tran Thi Kim, Erhard Weiss, Christoph Ruhsam, Christoph Czepa, Huy Tran, and Uwe Zdun Situation faced: Insurance case work can follow established procedures only to a certain degree, as the work depends upon experienced knowledge workers who decide the best solutions for their clients. To produce quality documents in such a knowledge-intensive environment, business […]
Application of the Design Thinking Approach for Process Redesign at an Insurance Company in Brazil
José Ricardo Cereja, Flavia Maria Santoro, Elena Gorbacheva, Martin Matzner Situation faced: During the review of an information system for medical material purchasing at a Brazilian insurance company, it became clear that part of the process supported by this system was done informally and there was no consensus among the employees about some of the […]