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A Typological Framework of Process Improvement Project Stakeholders

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Business Process Management (BPM 2020)

Part of the book series: Lecture Notes in Computer Science ((LNISA,volume 12168))

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Abstract

Stakeholder engagement is well established as a critical success factor in Business Process Management (BPM) projects. Yet, guidelines to identify the relevant stakeholder groups and their specific activity is lacking. This study addresses this gap through a typological framework of stakeholder groups in process improvement (PI) projects. The framework is developed inductively from an in-depth case study and contextualized through a synthesis of literature from two different areas; process management and stakeholder research. The resulting framework offers a comprehensive matrix of six diverse stakeholder groups based on their affiliation to a BPM project and their role in the process. The framework differentiates between internal and external stakeholders and identifies three categories of each, namely; those impacted by; a catalyst for; and/or a facilitator of; the process improvement efforts. The framework recognizes the fundamental differences between BPM stakeholders with insight into the origin of those differences and provides a basis for planning and executing engagement activities with different stakeholder groups.

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Notes

  1. 1.

    Together with a systematic literature review that was conducted as explained in Sect. 3.

  2. 2.

    Bank ABC is a pseudonym to protect the anonymity of the organization and participants as per agreed data collection agreements and research ethics adhered to.

  3. 3.

    The paper extraction strategies applied are detailed as ancillary material at (https://drive.google.com/file/d/1YjuEceQt_WLJ_-p6SLGKZp8yN574YxFx/view?usp=sharing).

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Author information

Authors and Affiliations

  1. School of Information Systems, Queensland University of Technology, 2 George Street, Brisbane, Australia

    Charon Abbott & Wasana Bandara

  2. Independent BPM and Business Innovation Practitioner, Brisbane, Australia

    Paul Mathiesen

  3. Queensland University of Technology, Business School, 2 George Street, Brisbane, Australia

    Erica French

  4. School of Information Management, Victoria University of Wellington, Wellington, New Zealand

    Mary Tate

Authors
  1. Charon Abbott
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  2. Wasana Bandara
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  3. Paul Mathiesen
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  4. Erica French
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  5. Mary Tate
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Corresponding author

Correspondence to Wasana Bandara .

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 Münster, Münster, Germany

    Jörg Becker

  4. University of Tartu, Tartu, Estonia

    Marlon Dumas

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Abbott, C., Bandara, W., Mathiesen, P., French, E., Tate, M. (2020). A Typological Framework of Process Improvement Project Stakeholders. In: Fahland, D., Ghidini, C., Becker, J., Dumas, M. (eds) Business Process Management. BPM 2020. Lecture Notes in Computer Science(), vol 12168. Springer, Cham. https://doi.org/10.1007/978-3-030-58666-9_22

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  • DOI: https://doi.org/10.1007/978-3-030-58666-9_22

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