Scenario building and measurement of the business process maturity using fuzzy cognitive mapping technique: a case study in SAIPA company

Abstract

One of the current concerns of managers is to develop the business process maturity and identify the conditions for improving the pertaining processes. This eventuates in increased customers, reduced costs along with mechanised business processes. In this regard, this paper unveils a two-stage approach to develop the maturity of business process management exploiting the fuzzy cognitive mapping technique. In the first stage, a systematic review of the relevant literature is carried out. The output of this stage encompasses the maturity levels, factors and indicators of the concerned business process model. Applying the fuzzy cognitive mapping technique, the second stage obtains macro causes and effects, in which, the dimensions of maturity and related relationships are identified to render the possibility of scenario building for the development of business process maturity. In a bid to validate and verify the proposed approach, a real case study is conducted, via which important insights are derived.