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Digital Transformation and Business Process Innovation: A Car Rental Company Case Study

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Book cover Business Process Management Forum (BPM 2020)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 392))

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Abstract

Digital innovation has forced companies to change some well-established business processes. Thus, incorporate information technology into business processes is not enough. We argue that both BPM role and related capabilities might need to be re-interpreted for the digital future. In this sense, the BPM discipline must identify relevant instruments for building on new ways to analyze, understand and support such transformations. This paper examines the results from a car rental company case in the light of DT&I-BPM-Onto, an ontology that encompasses relevant theory on the digital transformation domain. The company carried out a successful initiative by digitizing its primary end-to-end process that contributed to improvement of the company’s Net Promoter Score (NPS). The focus of the case study was the process’ redesign; thus we investigated: (i) the factors that led the decision to digitalize the process; (ii) how the digital transformation was conducted; (iii) the characteristics of the industry, the business itself, the transformed process, and the type of innovation implemented. The main contribution of this paper is to demonstrate that DT&I-BPM-Onto supports taking a broader picture of a process transformation case. Moreover, we provide insights and practical lessons for future projects and further research.

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Acknowledgements

This work has been partially supported by Portuguese National funds through FITEC - Programa Interface, with reference CIT “INOV – INESC Ino-vação - Financiamento Base”.

Author information

Authors and Affiliations

  1. INOV INESC Inovação, Lisbon, Portugal

    Sílvia Bogéa Gomes & Miguel Mira da Silva

  2. University of Lisbon, Lisbon, Portugal

    Sílvia Bogéa Gomes, Paulo Pinto & Miguel Mira da Silva

  3. University of the State Rio de Janeiro, Rio de Janeiro, Brazil

    Flavia Maria Santoro

Authors
  1. Sílvia Bogéa Gomes
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  2. Paulo Pinto
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  3. Flavia Maria Santoro
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  4. Miguel Mira da Silva
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Corresponding author

Correspondence to Sílvia Bogéa Gomes .

Editor information

Editors and Affiliations

  1. Eindhoven University of Technology, Eindhoven, The Netherlands

    Dirk Fahland

  2. FBK-irst, Trento, Italy

    Chiara Ghidini

  3. University of Muenster, Münster, Germany

    Jörg Becker

  4. University of Tartu, Tartu, Estonia

    Marlon Dumas

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Bogéa Gomes, S., Pinto, P., Santoro, F.M., Mira da Silva, M. (2020). Digital Transformation and Business Process Innovation: A Car Rental Company Case Study. In: Fahland, D., Ghidini, C., Becker, J., Dumas, M. (eds) Business Process Management Forum. BPM 2020. Lecture Notes in Business Information Processing, vol 392. Springer, Cham. https://doi.org/10.1007/978-3-030-58638-6_15

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  • DOI: https://doi.org/10.1007/978-3-030-58638-6_15

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-58637-9

  • Online ISBN: 978-3-030-58638-6

  • eBook Packages: Computer ScienceComputer Science (R0)

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