Business process management – lessons from European business

Abstract

This paper reports on the findings of a survey and case study research into the understanding and application of business process management (BPM) in European companies. The process perspective is increasingly being seen as a mechanism for achieving competitive advantage through performance improvement and in response to market pressures, customer expectations for better and more reliable service and increasing competition. We reveal the level of importance European companies attach to BPM, what it means to them and what they have done in practice. The paper draws on a postal survey conducted with quality directors and business process managers in organisations which are members of the European Foundation for Quality Management (EFQM) and case studies in a number of organisations regarded as being leaders in the adoption of BPM. The study has helped to highlight some interesting approaches and reveal features which are important for BPM to be successful.