Διαχείριση Επιχειρησιακών Διαδικασιών στην ψηφιακή εποχή, Μελέτη περίπτωσης: Ε.ΥΔ.Α.Π. Α.Ε.

Abstract

In the context of the elaboration of this dissertation, an attempt is made to explore the relationship between Business Process Management and Digital Transformation within an organization, by taking advantage of the benefits offered by the Internet, digital media and new technologies. Business Process Management encounters processes as important assets of an organization, which must be understood, managed and developed so as to lead us to value-added products and services for their recipients, i.e. customers/citizens. The similarity of this approach with the philosophy of total quality management or continuous improvement methodologies is obvious, since in all these management philosophies both customer and his experience, included everything that enriches it, is the main purpose. The role of Business Process Management is central for a successful Digital Transformation, as for the completion, it is necessary to automate existing business processes within the organization, through digitization, integration and data analysis, as well as to create new innovative business models. At first, an approach is made regarding the structure of Business Process Management and their redesign. In particular, data concerning about the definition and the life cycle of processes, their modeling and design languages, as well as performance measurement and improvement strategies for each process, are reported. Following the analysis, it is defined the concept of Digital Transformation and other related concepts such as digital disturbance and digital maturity and also it is described its pillars and key areas; moreover, it is identified the difference between Digital and Organizational Transformation defining the key technologies that govern it. Last but not least, a review of the actions of Digital Transformation both in the European Union and in Greece is being presented. At the final part of the dissertation, the case study is being presented and analyzed. Specifically, the internal customer service is studied in IT and Digital Transformation issues in EYDAP SA. Then, the current situation is analyzed, the processes are recorded, modeled, consolidated and redesigned using an innovative information system. In addition, both the critical success factors and the potential barriers from the internal environment are analyzed. The multiple benefits are being expected to improve the organization, such as saving resources, increasing productivity and optimizing the organization's operation by monitoring its processes, are analyzed as well.