Skip to main content
SpringerLink
Log in

Exploring the Key Factors of Process Improvement that Drive Competitive Advantage: A Case of Serbia

  • Conference paper
  • First Online:
Business Process Management Workshops (BPM 2021)

Part of the book series: Lecture Notes in Business Information Processing ((LNBIP,volume 436))

Included in the following conference series:

  • 1391 Accesses

Abstract

The aim of this study is to define the set of BPI factors that contribute the most to the success of gaining competitive advantage in the company. This paper aims to investigate the linkages between BPI in context of BPM and competitive advantage, and whether BPI practices ensure that companies can accomplish desired results. Structural equation modeling (SEM) was conducted to identify key factors that contribute to the success of BPI, which in turn drives competitive advantage on the market. An online survey was conducted and data has been collected from the Serbian companies from different sectors. The results highlight the impact BPI has on competitive advantage in companies and shows which factors significantly contribute to success of BPI in context of leadership and employees. To achieve desired results, the focus has to be on strong support of the leadership and good communication between employees. The study highlights significance of setting short- and long-term objectives, so that employees can understand the need for BPI projects, as well as their position in them. This study can help practitioners to be more successful in achieving BPI goals, to understand the nature of process improvement and to transform their process knowledge into competitive advantage.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 59.99
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 79.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

References

  1. Abbas, S., Hosein, D.: Application of analytic network process in selection of six sigma projects. Int. J. Ind. Prod. Res. 20(4), 157–164 (2010)

    Google Scholar 

  2. Abderrazak, B., Kacem, T.: Investigating the impact of the process approach on the performance of the company - empirical study of the Moroccan context. Int. J. Adv. Res. (IJAR) 8(12), 321–337 (2020)

    Article  Google Scholar 

  3. Abdolvand, N., Albadvi, A., Ferdowsi, Z.: Assessing readiness for business process reengineering. Bus. Process. Manag. J. 14(4), 497–511 (2008)

    Article  Google Scholar 

  4. Andersen, B.: Business Process Improvement Toolbox. Quality Press (2007)

    Google Scholar 

  5. Bai, C., Sarkis, J.: A grey-based DEMATEL model for evaluating business process management critical success factors. Int. J. Prod. Econ. 146(1), 281–292 (2014)

    Article  Google Scholar 

  6. Becker, J.-M., Klein, K., Wetzels, M.: Hierarchical latent variable models in PLS-SEM: guidelines for using reflective-formative type models. Long Range Plan. 45(5–6), 359–394 (2012)

    Article  Google Scholar 

  7. Beimborn, D., Joachim, N.: The joint impact of service-oriented architectures and business process management on business process quality: an empirical evaluation and comparison. Inf. Syst. E-Bus. Manag. 9(3), 333–362 (2011)

    Article  Google Scholar 

  8. Broadbent, M., Weill, P., St. Clair, D.: The implications of information technology infrastructure for business process redesign. MIS Q. 23(2), 159–182 (1999)

    Google Scholar 

  9. Buh, B., Kovačič, A., Indihar Štemberger, M.: Critical success factors for different stages of business process management adoption–a case study. Econ. Res. - Ekonomska Istraživanja 28(1), 243–258 (2015)

    Article  Google Scholar 

  10. Chen, C.-H., Lu, C.-L.: Optimum profit model based on order quantity, product price, and process quality level. Expert Syst. Appl. 38(6), 7886–7893 (2011)

    Article  Google Scholar 

  11. Cronbach, L.J.: Coefficient Alpha and the internal structure of tests. Psychometrika 16(3), 297–334 (1951)

    Article  Google Scholar 

  12. Ghlichlee, B., Bayat, F.: Frontline employees’ engagement and business performance: the mediating role of customer-oriented behaviors. Manag. Res. Rev. 44(2), 290–317 (2020)

    Article  Google Scholar 

  13. Griesberger, P., Leist, S., Zellner, G.: Analysis of techniques for business process improvement. In: Proceedings of 19th European Conference on Information Systems (ECIS) (2011). https://aisel.aisnet.org/ecis2011/20/. Accessed 5 May 2021

  14. Harmon, P.: The scope and evolution of business process management. Handb. Bus. Process Manag. 1, 37–81 (2010)

    Google Scholar 

  15. Hsu, L.: Work motivation, job burnout, and employment aspiration in hospitality and tourism students – an exploration using the self-determination theory. J. Hosp. Leis. Sport Tour. Educ. 13, 180–189 (2013)

    Google Scholar 

  16. Jae, Y.M., Byeong, W.K., Young, H.S., Choon, S.L., Hyungjoon, M.: An integrated method for business process improvement. Int. J. Innov. Comput. Inf. Control 8(7(B)), 5237–5250 (2012)

    Google Scholar 

  17. Kumar, V., Smart, P.A., Maddern, H., Maull, R.S.: Alternative perspectives on service quality and customer satisfaction: the role of BPM. Int. J. Serv. Ind. Manag. 19(2), 176–187 (2008)

    Article  Google Scholar 

  18. Ketchen, D.J., Boyd, B.K., Bergh, D.D.: Research methodology in strategic management: past accomplishments and future challenges. Organ. Res. Methods 11(4), 643–658 (2008)

    Article  Google Scholar 

  19. Li, Y., Wang, Q., Wang, Z., Chen, L.: Improving business processes or human resources? The performance implications and contingencies. Ind. Manag. Data Syst. 121(7), 1577–1598 (2021)

    Article  Google Scholar 

  20. Maddern, H., Maull, R., Smart, P.A.: Customer satisfaction and service quality in UK financial services. Int. J. Oper. Prod. Manag. 27(9), 999–1019 (2007)

    Article  Google Scholar 

  21. Marshall, D.A.: Lean transformation: overcoming the challenges, managing performance, and sustaining success. Theses and Dissertations–Marketing and Supply Chain (2014)

    Google Scholar 

  22. McCormack, K., et al.: A global investigation of key turning points in business process maturity. Bus. Process. Manag. J. 15(5), 792–815 (2009)

    Article  Google Scholar 

  23. Nadarajah, D., Kadir, A.S.L.S.: A review of the importance of business process management in achieving sustainable competitive advantage. TQM J. 26(5), 522–531 (2014)

    Article  Google Scholar 

  24. Niehaves, B., Poeppelbuss, J., Plattfaut, R., Becker, J.: BPM capability development – a matter of contingencies. Bus. Process. Manag. J. 20(1), 90–106 (2014)

    Article  Google Scholar 

  25. Ravensteyn, P., Batenburg, R.: Surveying the critical success factors of BPMsystems implementation. Bus. Process. Manag. J. 16(3), 492–507 (2010)

    Article  Google Scholar 

  26. von Rosing, M., Scheer, A.-W., von Sheer, H.: The Complete Business Process Handbook: Body of Knowledge from Process Modeling to BPM, vol. 1 (2015)

    Google Scholar 

  27. Stojanović, D., Jovanović, I., Slović, D., Tomašević, I., Simeunović, B.: BPM adoption in serbian companies. In: Di Ciccio, C., et al. (eds.) BPM 2019. LNBIP, vol. 361, pp. 324–327. Springer, Cham (2019). https://doi.org/10.1007/978-3-030-30429-4_23

    Chapter  Google Scholar 

  28. Stojanović, D., Simeunović, B., Tomašević, I., Jovanović, I.: The influence of business process prioritization on success of BPM adoption. Smart Gov. Reg. Cities 235–258 (2019)

    Google Scholar 

  29. Stojanović, D., Tomašević, I., Slović, D., Gošnik, D., Suklan, J., Kavčič, K.: BPM in transition economies: joint empirical experience of Slovenia and Serbia. Econ. Res. - Ekonomska Istraživanja 30(1), 1237–1256 (2017)

    Google Scholar 

  30. Trihatmoko, R.A., Mulyani, R., Lukviarman, N.: Product placement strategy in the business market competition: studies of fast moving consumer goods. Bus. Manag. Horizon 6(1), 150–161 (2018)

    Article  Google Scholar 

  31. Trkman, P.: The critical success factors of business process management. Int. J. Inf. Manag. 30(2), 125–134 (2010)

    Article  Google Scholar 

  32. van der Aalst, W.M.P., ter Hofstede, A.H.M., Weske, M.: Business process management: a survey. In: van der Aalst, W.M.P., Weske, M. (eds.) BPM 2003. LNCS, vol. 2678, pp. 1–12. Springer, Heidelberg (2003). https://doi.org/10.1007/3-540-44895-0_1

    Chapter  Google Scholar 

  33. Wolf, C., Harmon, P.: The State of business process management (2012). http://www.bptrends.com/bpt/wp-content/surveys/2012-_BPT%20SURVEY-3-12-12-CW-PH.pdf. Accessed 3 May 2021

  34. Wong, W.P.: Business-process management: a proposed framework for future research. Total Qual. Manag. Bus. Excell. 24(5–6), 719–732 (2013)

    Article  Google Scholar 

  35. Wong, W., Ahmad, N., Nasurdin, A., Mohamad, M.: The impact on external environmental on business process management and organizational performance. Serv. Bus. 8(4), 559–586 (2014)

    Article  Google Scholar 

Download references

Author information

Authors and Affiliations

  1. Faculty of Organizational Sciences, University of Belgrade, Belgrade, Serbia

    Ivona Jovanović, Dragana Stojanović, Dragoslav Slović, Ivan Tomašević, Barbara Simeunović & Milica Maričić

Authors
  1. Ivona Jovanović
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Dragana Stojanović
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Dragoslav Slović
    View author publications

    You can also search for this author in PubMed Google Scholar

  4. Ivan Tomašević
    View author publications

    You can also search for this author in PubMed Google Scholar

  5. Barbara Simeunović
    View author publications

    You can also search for this author in PubMed Google Scholar

  6. Milica Maričić
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Ivona Jovanović .

Editor information

Editors and Affiliations

  1. Sapienza University of Rome, Rome, Italy

    Andrea Marrella

  2. University of St. Gallen, St. Gallen, Switzerland

    Barbara Weber

Rights and permissions

Reprints and permissions

Copyright information

© 2022 Springer Nature Switzerland AG

About this paper

Check for updates. Verify currency and authenticity via CrossMark

Cite this paper

Jovanović, I., Stojanović, D., Slović, D., Tomašević, I., Simeunović, B., Maričić, M. (2022). Exploring the Key Factors of Process Improvement that Drive Competitive Advantage: A Case of Serbia. In: Marrella, A., Weber, B. (eds) Business Process Management Workshops. BPM 2021. Lecture Notes in Business Information Processing, vol 436. Springer, Cham. https://doi.org/10.1007/978-3-030-94343-1_14

Download citation

  • DOI: https://doi.org/10.1007/978-3-030-94343-1_14

  • Published:

  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-030-94342-4

  • Online ISBN: 978-3-030-94343-1

  • eBook Packages: Computer ScienceComputer Science (R0)

Publish with us

Policies and ethics

Search

Navigation