{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,1,8]],"date-time":"2026-01-08T22:33:46Z","timestamp":1767911626777,"version":"3.49.0"},"reference-count":139,"publisher":"Emerald","issue":"2","license":[{"start":{"date-parts":[[2011,4,19]],"date-time":"2011-04-19T00:00:00Z","timestamp":1303171200000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2011,4,19]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-heading\">Purpose<\/jats:title><jats:p>The purpose of this paper is to provide a structured overview of so\u2010called business process improvement (BPI) approaches and their contribution to the actual act of improving. Even though a lot is said about BPI, there is still a lack of supporting the act of improving the process. Most approaches concentrate on what needs to be done before and after the improvement act, but the act of improving itself still seems to be a black box.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Design\/methodology\/approach<\/jats:title><jats:p>This paper is mainly based on a review of literature that deals with the term \u201cBusiness Process Improvement\u201d. The analysis of the literature is supported by qualitative content analysis. The structure of the evaluation follows the mandatory elements of a method (MEM).<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Findings<\/jats:title><jats:p>A lot of literature and consulting approaches deal with the restructuring and improvement of business processes. The author finds that even so\u2010called BPI approaches do not describe the act of improvement itself. And if they do, they lack a methodological structure that can be reused.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Research limitations\/implications<\/jats:title><jats:p>To constrain the complexity of this research at this first stage of investigation only the search criterion \u201cbusiness process improvement\u201d was used in the database search (EBSCO and Emerald).<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p>The paper is valuable for academics and practitioners because the impact of BPI on organizational performance is high. Its originality is in the structured evaluation of so\u2010called BPI approaches according to the MEM, which so far no one has investigated.<\/jats:p><\/jats:sec>","DOI":"10.1108\/14637151111122329","type":"journal-article","created":{"date-parts":[[2011,5,21]],"date-time":"2011-05-21T07:02:12Z","timestamp":1305961332000},"page":"203-237","source":"Crossref","is-referenced-by-count":103,"title":["A structured evaluation of business process improvement approaches"],"prefix":"10.1108","volume":"17","author":[{"given":"Gregor","family":"Zellner","sequence":"first","affiliation":[]}],"member":"140","reference":[{"key":"key2022012120090061000_b1","doi-asserted-by":"crossref","unstructured":"Adesola, S. and Baines, T. (2005), \u201cDeveloping and evaluating a methodology for business process improvement\u201d, Business Process Management Journal, Vol. 11 No. 1, pp. 37\u201046.","DOI":"10.1108\/14637150510578719"},{"key":"key2022012120090061000_b2","doi-asserted-by":"crossref","unstructured":"Agarwal, R. and Bajaj, N. (2008), \u201cManaging outsourcing process: applying Six Sigma\u201d, Business Process Management Journal, Vol. 14 No. 6, pp. 829\u201037.","DOI":"10.1108\/14637150810916008"},{"key":"key2022012120090061000_b4","doi-asserted-by":"crossref","unstructured":"Al\u2010Mashari, M. and Zairi, M. (2000), \u201cRevisiting BPR: a holistic review of practice and development\u201d, Business Process Management Journal, Vol. 6 No. 1, pp. 10\u201042.","DOI":"10.1108\/14637150010283045"},{"key":"key2022012120090061000_b3","doi-asserted-by":"crossref","unstructured":"Al\u2010Mashari, M., Irani, Z. and Zairi, M. (2001), \u201cBusiness process reengineering: a survey of international experience\u201d, Business Process Management Journal, Vol. 7 No. 5, pp. 437\u201055.","DOI":"10.1108\/14637150110406812"},{"key":"key2022012120090061000_b5","unstructured":"Alt, R., Reichmayr, C., Puschmann, T., Leser, F. and Oesterle, H. (2001), \u201cAn engineering approach to develop business networks\u201d, in Schmid, B., Stanoevska\u2010Slabeva, K. and Tschammer, V. (Eds), Towards the E\u2010society: E\u2010commerce, E\u2010business, and E\u2010government, Kluwer, Norwell, MA."},{"key":"key2022012120090061000_b6","doi-asserted-by":"crossref","unstructured":"Amini, M., Otondo, R.F., Janz, B.D. and Pitts, M.G. (2007), \u201cSimulation modeling and analysis: a collateral application and exposition of RFID technology\u201d, Production & Operations Management, Vol. 16 No. 5, pp. 586\u201098.","DOI":"10.1111\/j.1937-5956.2007.tb00282.x"},{"key":"key2022012120090061000_b7","unstructured":"Anonymous (1993), \u201cFINSEC newsletter\u201d, Management Services, Vol. 37 No. 8, pp. 26\u20106."},{"key":"key2022012120090061000_b8","unstructured":"Anonymous (2000a), \u201cBusiness improvement group conference\u201d, Management Services, Vol. 44 No. 9, pp. 6\u20107."},{"key":"key2022012120090061000_b9","unstructured":"Anonymous (2000b), \u201cMarketplace\u201d, IIE Solutions, Vol. 32 No. 9, pp. 53\u20104."},{"key":"key2022012120090061000_b10","doi-asserted-by":"crossref","unstructured":"Anonymous (2002), \u201cSUPER improvements in business performance\u201d, Strategic Direction, Vol. 18 No. 1, pp. 16\u201018.","DOI":"10.1108\/02580540210793158"},{"key":"key2022012120090061000_b11","unstructured":"Anonymous (2005), \u201cSoftware showcase & directory\u201d, Quality Progress, Vol. 38 No. 6, pp. 80\u20104."},{"key":"key2022012120090061000_b12","unstructured":"Anonymous (2007), \u201cAriba, Inc.\u201d, Contract Management, Vol. 47, pp. 62\u20102."},{"key":"key2022012120090061000_b13","unstructured":"Anonymous (2008), \u201cAriba, Inc.\u201d, Contract Management, pp. 62\u20102."},{"key":"key2022012120090061000_b14","unstructured":"Anonymous (2009), \u201cQP CALENDAR\u201d, Quality Progress, Vol. 42 No. 8, p. 68."},{"key":"key2022012120090061000_b15","doi-asserted-by":"crossref","unstructured":"Antony, J., Foutris, F., Banuelas, R. and Thomas, A. (2004), \u201cUsing SIX SIGMA\u201d, Manufacturing Engineer, Vol. 83 No. 1, pp. 10\u201012.","DOI":"10.1049\/me:20040101"},{"key":"key2022012120090061000_b16","doi-asserted-by":"crossref","unstructured":"Archer, R. and Bowker, P. (1995), \u201cBPR consulting: an evaluation of the methods employed\u201d, Business Process Re\u2010engineering & Management Journal, Vol. 1 No. 2, pp. 28\u201046.","DOI":"10.1108\/14637159510798266"},{"key":"key2022012120090061000_b17","unstructured":"Auringer, A. (2009), Meeting the Challenge: The 2009 Higher Education CIO Agenda, Gartner, Stamford, CT."},{"key":"key2022012120090061000_b18","doi-asserted-by":"crossref","unstructured":"Baines, A. (1996), \u201cRe\u2010engineering revisited\u201d, Work Study, Vol. 45 No. 3, pp. 21\u20103.","DOI":"10.1108\/00438029610115497"},{"key":"key2022012120090061000_b19","doi-asserted-by":"crossref","unstructured":"Bargerstock, A.S. (2000), \u201cThe HRM effectiveness audit: a tool for managing accountability in HRM\u201d, Public Personnel Management, Vol. 29 No. 4, pp. 517\u201026.","DOI":"10.1177\/009102600002900410"},{"key":"key2022012120090061000_b20","unstructured":"Baum\u00f6l, U. (2005), \u201cStrategic agility through situational method construction\u201d, in Reichwald, R. and Huff, A.S. (Eds), European Academy of Management (EURAM) Annual Conference, Munich."},{"key":"key2022012120090061000_b21","doi-asserted-by":"crossref","unstructured":"Bendell, T. (2005), \u201cStructuring business process improvement methodologies\u201d, Total Quality Management, Vol. 16 Nos 8\/9, pp. 969\u201078.","DOI":"10.1080\/14783360500163110"},{"key":"key2022012120090061000_b22","doi-asserted-by":"crossref","unstructured":"Bendell, T. (2006), \u201cA review and comparison of Six Sigma and the Lean organizations\u201d, The TQM Magazine, Vol. 18 No. 3, pp. 255\u201062.","DOI":"10.1108\/09544780610659989"},{"key":"key2022012120090061000_b23","doi-asserted-by":"crossref","unstructured":"Berente, N., Vandenbosch, B. and Aubert, B. (2009), \u201cInformation flows and business process integration\u201d, Business Process Management Journal, Vol. 15 No. 1, pp. 119\u201041.","DOI":"10.1108\/14637150910931505"},{"key":"key2022012120090061000_b24","doi-asserted-by":"crossref","unstructured":"Bhatt, G.D. (2000), \u201cAn empirical examination of the effects of information systems integration on business process improvement\u201d, International Journal of Operations & Production Management, Vol. 20 No. 11, pp. 1331\u201059.","DOI":"10.1108\/01443570010348280"},{"key":"key2022012120090061000_b25","doi-asserted-by":"crossref","unstructured":"Bhatt, G.D. (2001), \u201cBusiness process improvement through electronic data interchange (EDI) systems: an empirical study\u201d, Supply Chain Management: An International Journal, Vol. 6 No. 2, pp. 60\u201073.","DOI":"10.1108\/13598540110387564"},{"key":"key2022012120090061000_b26","doi-asserted-by":"crossref","unstructured":"Bhatt, G.D. and Stump, R.L. (2001), \u201cAn empirically derived model of the role of IS networks in business process improvement initiatives\u201d, Omega, Vol. 29 No. 1, pp. 29\u201048.","DOI":"10.1016\/S0305-0483(00)00029-3"},{"key":"key2022012120090061000_b27","doi-asserted-by":"crossref","unstructured":"Bhatt, G.D. and Troutt, M.D. (2005), \u201cExamining the relationship between business process improvement initiatives, information systems integration and customer focus: an empirical study\u201d, Business Process Management Journal, Vol. 11 No. 5, pp. 532\u201058.","DOI":"10.1108\/14637150510619876"},{"key":"key2022012120090061000_b28","unstructured":"Bisson, B. and Folk, V. (2000), \u201cCase study: how to do a business process improvement\u201d, Journal for Quality & Participation, Vol. 23 No. 1, pp. 58\u201063."},{"key":"key2022012120090061000_b29","unstructured":"Boyd, F. (2005), \u201cWhatever happened to\u2026?\u201d, Management Services, Vol. 49 No. 3, pp. 36\u20107."},{"key":"key2022012120090061000_b30","doi-asserted-by":"crossref","unstructured":"Braun, C., Wortmann, F., Hafner, M. and Winter, R. (2005), \u201cMethod construction \u2013 a core approach to organizational engineering\u201d, in Liebrock, L.M. (Ed.), Proceedings of the 2005 ACM Symposium on Applied Computing, SAC '05, Santa Fe, NM, ACM, New York, NY, pp. 1295\u20109.","DOI":"10.1145\/1066677.1066971"},{"key":"key2022012120090061000_b31","unstructured":"Breyfogle, F. (2003), Implementing Six Sigma. Smarter Solutions Using Statistical Methods, Wiley, Hoboken, NJ."},{"key":"key2022012120090061000_b32","doi-asserted-by":"crossref","unstructured":"Brinkkemper, S. (1996), \u201cMethod engineering: engineering of information systems development methods and tools\u201d, Journal of Information and Software Technology, Vol. 38 No. 4, pp. 275\u201080.","DOI":"10.1016\/0950-5849(95)01059-9"},{"key":"key2022012120090061000_b33","unstructured":"Brinkkemper, S. (2000), \u201cMethod engineering with web\u2010enabled methods\u201d, in Brinkkemper, S., Lindencrona, E. and Solvberg, A. (Eds), Information Systems Engineering: State of the Art and Research Themes, Springer, London, pp. 123\u201033."},{"key":"key2022012120090061000_b34","doi-asserted-by":"crossref","unstructured":"Brutus, S., Fleenor, J.W. and London, M. (1998), \u201cDoes 360\u2010degree feedback work in different industries? A between\u2010industry comparison of the reliability and validity of multi\u2010source performance ratings\u201d, Journal of Management Development, Vol. 17 No. 3, pp. 177\u201090.","DOI":"10.1108\/EUM0000000004487"},{"key":"key2022012120090061000_b35","doi-asserted-by":"crossref","unstructured":"Campbell\u2010Allen, N., Houston, D. and Mann, R. (2008), \u201cBest practices in New Zealand organizations for rewarding and recognizing employee innovations and achievements\u201d, Total Quality Management & Business Excellence, Vol. 19 Nos 1\/2, pp. 125\u201039.","DOI":"10.1080\/14783360701602031"},{"key":"key2022012120090061000_b36","doi-asserted-by":"crossref","unstructured":"Capuano, N., Gaeta, M., Ritrovato, P. and Salerno, S. (2008), \u201cHow to integrate technology\u2010enhanced learning with business process management\u201d, Journal of Knowledge Management, Vol. 12 No. 6, pp. 56\u201071.","DOI":"10.1108\/13673270810913621"},{"key":"key2022012120090061000_b37","unstructured":"Carr, D.K. (1993), \u201cManaging for effective business process redesign\u201d, Journal of Cost Management, Vol. 7 No. 3, pp. 16\u201021."},{"key":"key2022012120090061000_b38","doi-asserted-by":"crossref","unstructured":"Chatha, K.A., Ajaefobi, J.O. and Weston, R.H. (2007), \u201cEnriched multi\u2010process modelling in support of the life cycle engineering of business processes\u201d, International Journal of Production Research, Vol. 45 No. 1, pp. 103\u201041.","DOI":"10.1080\/00207540600607150"},{"key":"key2022012120090061000_b39","doi-asserted-by":"crossref","unstructured":"Comm, C.L. and Mathaisel, D.F.X. (2005), \u201cAn exploratory study of best lean sustainability practices in higher education\u201d, Quality Assurance in Education, Vol. 13 No. 3, pp. 227\u201040.","DOI":"10.1108\/09684880510607963"},{"key":"key2022012120090061000_b40","doi-asserted-by":"crossref","unstructured":"Cooper, C.M. (1988), \u201cOrganizing knowledge syntheses: a taxonomy of literature reviews\u201d, Knowledge in Society, Vol. 1 No. 1, pp. 104\u201026.","DOI":"10.1007\/BF03177550"},{"key":"key2022012120090061000_b41","unstructured":"Cooper, C.M. and Hedges, L.V. (1994), \u201cResearch synthesis as a scientific enterprise\u201d, in Cooper, C.M. and Hedges, L.V. (Eds), The Handbook of Research Synthesis, Russell Sage Foundation, New York, NY, pp. 3\u201014."},{"key":"key2022012120090061000_b42","doi-asserted-by":"crossref","unstructured":"Coskun, S., Basligil, H. and Baracli, H. (2008), \u201cA weakness determination and analysis model for business process improvement\u201d, Business Process Management Journal, Vol. 14 No. 2, pp. 243\u201061.","DOI":"10.1108\/14637150810864961"},{"key":"key2022012120090061000_b43","doi-asserted-by":"crossref","unstructured":"Dalmaris, P., Tsui, E., Hall, B. and Smith, B. (2007), \u201cA framework for the improvement of knowledge\u2010intensive business processes\u201d, Business Process Management Journal, Vol. 13 No. 2, pp. 279\u2010305.","DOI":"10.1108\/14637150710740509"},{"key":"key2022012120090061000_b44","unstructured":"Daly, S. (2002), \u201cA century of innovation and creativity\u201d, Manager: British Journal of Administrative Management, Vol. 33, pp. 30\u20101."},{"key":"key2022012120090061000_b45","doi-asserted-by":"crossref","unstructured":"Damij, N. (2007), \u201cBusiness process modelling using diagrammatic and tabular techniques\u201d, Business Process Management Journal, Vol. 13 No. 1, pp. 70\u201090.","DOI":"10.1108\/14637150710721131"},{"key":"key2022012120090061000_b46","doi-asserted-by":"crossref","unstructured":"Damij, N., Damij, T., Grad, J. and Jelenc, F. (2008), \u201cA methodology for business process improvement and IS development\u201d, Information & Software Technology, Vol. 50 No. 11, pp. 1127\u201041.","DOI":"10.1016\/j.infsof.2007.11.004"},{"key":"key2022012120090061000_b47","unstructured":"Davenport, T.H. (1993), Process Innovation \u2013 Reengineering Work through Information Technology, Harvard Business School Press, Boston, MA."},{"key":"key2022012120090061000_b48","unstructured":"Davenport, T.H. (2005), Thinking for a Living: How to Get Better Performances and Results from Knowledge Workers, Harvard Business School Press, Boston, MA."},{"key":"key2022012120090061000_b49","doi-asserted-by":"crossref","unstructured":"Davenport, T.H. and Perez\u2010Guardado, M.A. (1999), \u201cProcess ecology: a new metaphor for reengineering\u2010oriented change\u201d, Business Process Engineering: Advancing the State of the Art, Kluwer Academic Publishers, Norwell, MA, pp. 25\u201044.","DOI":"10.1007\/978-1-4615-5091-4_2"},{"key":"key2022012120090061000_b50","unstructured":"Davenport, T.H. and Short, J.E. (1990), \u201cThe new industrial engineering: information technology and business process redesign\u201d, Sloan Management Review, Vol. 31 No. 4, pp. 11\u201027."},{"key":"key2022012120090061000_b51","doi-asserted-by":"crossref","unstructured":"Davison, R. and Martinsons, M.G. (2002), \u201cEmpowerment or enslavement? A case of process\u2010based organisational change in Hong Kong\u201d, Information Technology & People, Vol. 15 No. 1, pp. 42\u201059.","DOI":"10.1108\/09593840210421516"},{"key":"key2022012120090061000_b52","doi-asserted-by":"crossref","unstructured":"Dean, D.L., Lee, J.D., Orwig, R.E. and Vogel, D.R. (1994), \u201cTechnological support for group process modeling\u201d, Journal of Management Information Systems, Vol. 11 No. 3, pp. 43\u201063.","DOI":"10.1080\/07421222.1994.11518049"},{"key":"key2022012120090061000_b53","unstructured":"Deming, W.E. (1986), Out of the Crisis, MIT Press, Cambridge, MA."},{"key":"key2022012120090061000_b54","unstructured":"Deming, W.E. (2000), The New Economics: for Industry, Government, Education, MIT Press, Cambridge, MA."},{"key":"key2022012120090061000_b55","doi-asserted-by":"crossref","unstructured":"Doomun, R. and Jungum, N.V. (2008), \u201cBusiness process modelling, simulation and reengineering: call centers\u201d, Business Process Management Journal, Vol. 14 No. 6, pp. 838\u201048.","DOI":"10.1108\/14637150810916017"},{"key":"key2022012120090061000_b56","doi-asserted-by":"crossref","unstructured":"Durst, S.M. and Binder, M. (2006), \u201cImproving efficiency through internal benchmarking\u201d, International Journal of Business Performance Management, Vol. 8 No. 4, pp. 290\u2010306.","DOI":"10.1504\/IJBPM.2006.009610"},{"key":"key2022012120090061000_b57","unstructured":"ERIC (1982), Educational Resources Information Center (ERIC) Porcessing Manual (Section 5: Cataloging), ERIC, Washington, DC."},{"key":"key2022012120090061000_b58","doi-asserted-by":"crossref","unstructured":"Evans, G.N., Towill, D.R. and Naim, M.M. (1995), \u201cBusiness process re\u2010engineering the supply chain\u201d, Production Planning & Control, Vol. 6 No. 3, pp. 227\u201037.","DOI":"10.1080\/09537289508930275"},{"key":"key2022012120090061000_b59","unstructured":"Forster, F. (2006), \u201cThe idea behind business process improvement: toward a business process improvement pattern framework\u201d, BPTrends, April, pp. 1\u201013."},{"key":"key2022012120090061000_b60","unstructured":"Garnter Inc. (2005), \u201cDelivering IT's contribution: the 2005 CIO agenda\u201d, Gartner EXP Premier Reports, Gartner, Stamford, CT."},{"key":"key2022012120090061000_b61","unstructured":"Gerrits, H. (1994), \u201cBusiness modeling based on logistics to support business process re\u2010engineering\u201d, in Glasson, B.C., Hawryszkiewycz, I., Underwood, A. and Weber, R. (Eds), Proceedings of the IFIP TC8 Open Conference on Business Process Re\u2010engineering: Information Systems Opportunities and Challenges, Elsevier, Gold Cost, pp. 279\u201088."},{"key":"key2022012120090061000_b62","doi-asserted-by":"crossref","unstructured":"Geyer, E.M. (2002), \u201cIT\u2010enabled organizational change: a framework for management\u201d, Journal of Library Administration, Vol. 36 No. 4, pp. 67\u201081.","DOI":"10.1300\/J111v36n04_05"},{"key":"key2022012120090061000_b63","unstructured":"Gilberto, P.A. (1993), \u201cThe road to business process improvement \u2013 can you get there from here?\u201d, Production & Inventory Management Journal, Vol. 34 No. 3, pp. 80\u20106."},{"key":"key2022012120090061000_b64","unstructured":"Gilberto, P.A. (1995), \u201cThe road to business process improvement \u2013 can you get there from here?\u201d, Hospital Material Management Quarterly, Vol. 17 No. 2, pp. 12\u201020."},{"key":"key2022012120090061000_b65","doi-asserted-by":"crossref","unstructured":"Goulden, C. and Pass, J. (1993), \u201cQuality conversion for council\u201d, Managing Service Quality, Vol. 3 No. 6, pp. 25\u20108.","DOI":"10.1108\/EUM0000000003201"},{"key":"key2022012120090061000_b66","unstructured":"Hagel, J. III (1993), \u201cKeeping CPR on track\u201d, The McKinsey Quaterly, No. 1, pp. 59\u201072."},{"key":"key2022012120090061000_b67","doi-asserted-by":"crossref","unstructured":"Hagemeyer, C., Gershenson, J.K. and Johnson, D.M. (2006), \u201cClassification and application of problem solving quality tools: a manufacturing case study\u201d, The TQM Magazine, Vol. 18 No. 5, pp. 455\u201083.","DOI":"10.1108\/09544780610685458"},{"key":"key2022012120090061000_b68","unstructured":"Hall, J. (2006), \u201cMaking business processes LEAN\u201d, Management Services, Vol. 50 No. 4, pp. 17\u201020."},{"key":"key2022012120090061000_b69","unstructured":"Hall, J.M. and Johnson, M.E. (2009), \u201cWhen should a process be art, not science?\u201d, Harvard Business Review, Vol. 87 No. 3, pp. 58\u201065."},{"key":"key2022012120090061000_b70","doi-asserted-by":"crossref","unstructured":"Hallstrom, I. (2001), \u201cQuality improvement in the care of patients with hip fracture\u201d, International Journal of Health Care Quality Assurance, Vol. 14 No. 1, pp. 29\u201034.","DOI":"10.1108\/09526860110366241"},{"key":"key2022012120090061000_b71","unstructured":"Hammer, M. (1990), \u201cReengineering work: don't automate\u2010obliterate\u201d, Harvard Business Review, Vol. 68 No. 4, pp. 104\u201011."},{"key":"key2022012120090061000_b72","doi-asserted-by":"crossref","unstructured":"Hammer, M. and Champy, J. (1993), Reengineering the Corporation: A Manifesto for Business Revolution, Harper Business, New York, NY.","DOI":"10.1016\/S0007-6813(05)80064-3"},{"key":"key2022012120090061000_b73","unstructured":"Harrington, H.J. (1991), Business Process Improvement \u2013 The Breakthrough Strategy for Total Quality, Productivity and Competiveness, McGraw\u2010Hill, New York, NY."},{"key":"key2022012120090061000_b74","doi-asserted-by":"crossref","unstructured":"Harrington, H.J. (1995a), \u201cContinuous versus breakthrough improvement: finding the right answer\u201d, Business Process Re\u2010engineering & Management Journal, Vol. 1 No. 3, pp. 31\u201049.","DOI":"10.1108\/14637159510103211"},{"key":"key2022012120090061000_b75","doi-asserted-by":"crossref","unstructured":"Harrington, H.J. (1995b), \u201cContinuous versus breakthrough improvement: finding the right answer\u201d, Business Process Management Journal, Vol. 1 No. 3, pp. 31\u201049.","DOI":"10.1108\/14637159510103211"},{"key":"key2022012120090061000_b76","unstructured":"Harry, M. and Schroeder, R. (2006), Six Sigma: The Breakthrough Management Strategy Revolutionizing the World's Top Corporations, Doubleday, New York, NY."},{"key":"key2022012120090061000_b77","doi-asserted-by":"crossref","unstructured":"Hayes, A.F. and Krippendorff, K. (2007), \u201cAnswering the call for a standard reliability measure for coding data\u201d, Communication Methods and Measures, Vol. 1 No. 1, pp. 77\u201089.","DOI":"10.1080\/19312450709336664"},{"key":"key2022012120090061000_b78","unstructured":"Heygate, R. (1993), \u201cImmoderate redesign\u201d, The McKinsey Quaterly, No. 4, pp. 73\u201087."},{"key":"key2022012120090061000_b79","unstructured":"Imai, M. (1986), IKaizen: The Key to Japan's Competitive Success, McGraw\u2010Hill, New York, NY."},{"key":"key2022012120090061000_b80","unstructured":"Jeston, J. (2008), \u201cHigh performance management\u201d, Industrial Engineer: IE, Vol. 40 No. 5, pp. 33\u20107."},{"key":"key2022012120090061000_b81","unstructured":"John, A., Meran, R., Roenpage, O. and Staudter, C. (2008), Six Sigma+Lean Toolset \u2013 Executing Improvement Projects Successfully, Springer, Berlin."},{"key":"key2022012120090061000_b82","doi-asserted-by":"crossref","unstructured":"Juan, Y.\u2010C. and Ou\u2010Yang, C. (2004), \u201cSystematic approach for the gap analysis of business processes\u201d, International Journal of Production Research, Vol. 42 No. 7, pp. 1325\u201064.","DOI":"10.1080\/00207540310001631223"},{"key":"key2022012120090061000_b83","unstructured":"Juran, J.M. (1991), \u201cStrategies for world class quality\u201d, Quality Progress, Vol. 24 No. 3, pp. 81\u20105."},{"key":"key2022012120090061000_b84","unstructured":"Juran, J.M. and Gryna, F.M. (1993), The Quality Planning & Analysis, McGraw\u2010Hill, New York, NY."},{"key":"key2022012120090061000_b85","unstructured":"Kaplan, R.B. and Murdock, L. (1991), \u201cCore process redesign\u201d, The McKinsey Quaterly, Vol. 28 No. 2, pp. 27\u201043."},{"key":"key2022012120090061000_b86","doi-asserted-by":"crossref","unstructured":"Karvonen, S. (1998), \u201cComputer supported changes in project management\u201d, International Journal of Production Economics, Vol. 54 No. 2, pp. 163\u201071.","DOI":"10.1016\/S0925-5273(97)80441-0"},{"key":"key2022012120090061000_b87","doi-asserted-by":"crossref","unstructured":"Kettinger, W.J., Teng, J.T.C. and Guha, S. (1997), \u201cBusiness process change: a study of methodologies, techniques, and tools\u201d, MIS Quarterly, Vol. 21 No. 1, pp. 55\u201080.","DOI":"10.2307\/249742"},{"key":"key2022012120090061000_b88","doi-asserted-by":"crossref","unstructured":"Khan, Z., Bali, R.K. and Wickramasinghe, N. (2007), \u201cDeveloping a BPI framework and PAM for SMEs\u201d, Industrial Management & Data Systems, Vol. 107 No. 3, pp. 345\u201060.","DOI":"10.1108\/02635570710734262"},{"key":"key2022012120090061000_b89","doi-asserted-by":"crossref","unstructured":"Kock, N. (2004), \u201cThe three threats of action research: a discussion of methodological antidotes in the context of an information systems study\u201d, Decision Support Systems, Vol. 37 No. 2, pp. 265\u201086.","DOI":"10.1016\/S0167-9236(03)00022-8"},{"key":"key2022012120090061000_b90","doi-asserted-by":"crossref","unstructured":"Kock, N. and Davison, R. (2003), \u201cCan lean media support knowledge sharing? Investigating a hidden advantage of process improvement\u201d, IEEE Transactions on Engineering Management, Vol. 50 No. 2, pp. 151\u201063.","DOI":"10.1109\/TEM.2003.810830"},{"key":"key2022012120090061000_b91","doi-asserted-by":"crossref","unstructured":"Kock, N.F. and McQueen, R.J. (1995), \u201cIntegrating groupware technology into a business process improvement framework\u201d, Information Technology & People, Vol. 8 No. 4, pp. 19\u201034.","DOI":"10.1108\/09593849510105038"},{"key":"key2022012120090061000_b92","doi-asserted-by":"crossref","unstructured":"Kock, N.F., McQueen, R.J. and Corner, J.L. (1997), \u201cThe nature of data, information and knowledge exchanges in business processes: implications for process improvement and organizational learning\u201d, The Learning Organization, Vol. 4 No. 2, pp. 70\u201080.","DOI":"10.1108\/09696479710160915"},{"key":"key2022012120090061000_b93","unstructured":"Krippendorff, K. (2004), Content Analysis \u2013 An Introduction to Its Methodology, Sage, Thousand Oaks, CA."},{"key":"key2022012120090061000_b94","doi-asserted-by":"crossref","unstructured":"Kumar, M., Antony, J., Singh, R.K., Tiwari, M.K. and Perry, D. (2006), \u201cImplementing the Lean Sigma framework in an Indian SME: a case study\u201d, Production Planning & Control, Vol. 17 No. 4, pp. 407\u201023.","DOI":"10.1080\/09537280500483350"},{"key":"key2022012120090061000_b95","doi-asserted-by":"crossref","unstructured":"Kumar, U.D., Saranga, H., Ramirez\u2010Marquez, J.E. and Nowicki, D. (2007), \u201cSix Sigma project selection using data envelopment analysis\u201d, The TQM Magazine, Vol. 19 No. 5, pp. 419\u201041.","DOI":"10.1108\/09544780710817856"},{"key":"key2022012120090061000_b96","doi-asserted-by":"crossref","unstructured":"Law, C.C.H. and Ngai, E.W.T. (2007a), \u201cERP systems adoption: an exploratory study of the organizational factors and impacts of ERP success\u201d, Information & Management, Vol. 44 No. 4, pp. 418\u201032.","DOI":"10.1016\/j.im.2007.03.004"},{"key":"key2022012120090061000_b97","doi-asserted-by":"crossref","unstructured":"Law, C.C.H. and Ngai, E.W.T. (2007b), \u201cAn investigation of the relationships between organizational factors, business process improvement, and ERP success\u201d, Benchmarking: An International Journal, Vol. 14 No. 3, pp. 387\u2010406.","DOI":"10.1108\/14635770710753158"},{"key":"key2022012120090061000_b98","doi-asserted-by":"crossref","unstructured":"Law, C.C.H. and Ngai, E.W.T. (2007c), \u201cIT infrastructure capabilities and business process improvements: association with IT governance characteristics\u201d, Information Resources Management Journal, Vol. 20 No. 4, pp. 25\u201047.","DOI":"10.4018\/irmj.2007100103"},{"key":"key2022012120090061000_b99","doi-asserted-by":"crossref","unstructured":"Lee, K.T. and Chuah, K.B. (2001), \u201cA SUPER methodology for business process improvement \u2013 an industrial case study in Hong Kong\/China\u201d, International Journal of Operations & Production Management, Vol. 21 No 5, pp. 687\u2010706.","DOI":"10.1108\/01443570110390408"},{"key":"key2022012120090061000_b100","doi-asserted-by":"crossref","unstructured":"Leist, S. and Zellner, G. (2006), \u201cEvaluation of current architecture frameworks\u201d, in Haddad, H.M., Chbeir, R., Wainwright, R.L., Liebrock, L.M., Palakal, M., Yetongnon, K. and Nicolle, C. (Eds), 2006 ACM Symposium on Applied Computing (SAC), Bourgogne University, Dijon, pp. 1546\u201053.","DOI":"10.1145\/1141277.1141635"},{"key":"key2022012120090061000_b101","doi-asserted-by":"crossref","unstructured":"Litman, E.F. (1996), \u201cCALS \u2013 a strategy for business engineering\u201d, Logistics Information Management, Vol. 9 No. 1, pp. 18\u201023.","DOI":"10.1108\/09576059610107860"},{"key":"key2022012120090061000_b102","doi-asserted-by":"crossref","unstructured":"Mansar, S.L. and Reijers, H.A. (2007), \u201cBest practices in business process redesign: use and impact\u201d, Business Process Management Journal, Vol. 13 No. 2, pp. 193\u2010213.","DOI":"10.1108\/14637150710740455"},{"key":"key2022012120090061000_b103","unstructured":"Mayring, P. (2000), \u201cQualitative content analysis\u201d, available at: http:\/\/qualitative\u2010research.net\/fqs\/fqs\u2010e\/2\u201000inhalt\u2010e\u2010htm (accessed April 16, 2008)."},{"key":"key2022012120090061000_b104","doi-asserted-by":"crossref","unstructured":"McAdam, R. (1996), \u201cAn integrated business improvement methodology to refocus business improvement efforts\u201d, Business Process Re\u2010engineering & Management Journal, Vol. 2 No. 1, pp. 63\u201071.","DOI":"10.1108\/14637159610111482"},{"key":"key2022012120090061000_b105","doi-asserted-by":"crossref","unstructured":"McAdam, R. and McIntyre, S. (1997), \u201cA business process improvement methodology which incorporates learning organization concepts\u201d, Total Quality Management, Vol. 8 Nos 2\/3, pp. 227\u201031.","DOI":"10.1080\/09544129710071"},{"key":"key2022012120090061000_b106","unstructured":"McClure, D.L. (2000), \u201cBalanced scorecards: what every federal CIO needs\u201d, Public Manager, Vol. 29 No. 1, pp. 41\u20103."},{"key":"key2022012120090061000_b107","unstructured":"Mellat\u2010Parast, M., Jones, E.C. and Adams, S.G. (2007), \u201cSix Sigma and Baldrige: a quality alliance\u201d, Quality Progress, Vol. 40 No. 9, pp. 45\u201051."},{"key":"key2022012120090061000_b108","doi-asserted-by":"crossref","unstructured":"Moen, R.M. (1998), \u201cNew quality cost model used as a top management tool\u201d, The TQM Magazine, Vol. 10 No. 5, pp. 334\u201041.","DOI":"10.1108\/09544789810231216"},{"key":"key2022012120090061000_b109","doi-asserted-by":"crossref","unstructured":"Pakdil, F., \u00d6zk\u00f6k, O., Dengiz, B., Kara, I., Selvi, N. and Karg\u0131, A. (2009), \u201cA systematic approach to reduce human and system\u2010related errors causing customer dissatisfaction in a production environment\u201d, Total Quality Management, Vol. 20 No. 1, pp. 129\u201037.","DOI":"10.1080\/14783360802351728"},{"key":"key2022012120090061000_b110","unstructured":"Pande, P., Neumann, R. and Cavanagh, R. (2000), The Six Sigma Way \u2013 How GE, Motorola and Other Top Companies are Honing Their Performance, McGraw\u2010Hill, New York, NY."},{"key":"key2022012120090061000_b111","doi-asserted-by":"crossref","unstructured":"Paper, D. (1998), \u201cBPR: creating the conditions for success\u201d, Long Range Planning, Vol. 31 No. 3, pp. 426\u201035.","DOI":"10.1016\/S0024-6301(98)80009-5"},{"key":"key2022012120090061000_b112","doi-asserted-by":"crossref","unstructured":"Paper, D., Chang, R. and Rodger, J.A. (2000), \u201cThe role of creativity in business improvement paradigms: US versus Japanese firms\u201d, Journal of Systems and Information Technology, Vol. 4 No. 1, pp. 8\u201022.","DOI":"10.1108\/13287260080000750"},{"key":"key2022012120090061000_b113","doi-asserted-by":"crossref","unstructured":"Parnaby, J. and Towill, D.R. (2010), \u201cExploiting the concept of a manufacturing system part III: practice and industrial impact of the managing\u2010by\u2010projects engineering change methodology\u201d, Journal of Manufacturing Technology Management, Vol. 21 No. 1, pp. 7\u201027.","DOI":"10.1108\/17410381011011461"},{"key":"key2022012120090061000_b114","unstructured":"Phillips\u2010Donaldson, D. (2003), \u201cUPFRONT\u201d, Quality Progress, Vol. 36 No. 7, p. 36."},{"key":"key2022012120090061000_b115","doi-asserted-by":"crossref","unstructured":"Phillips, R., Neailey, K. and Broughton, T. (1999), \u201cA comparative study of six stage\u2010gate approaches to product development\u201d, Integrated Manufacturing Systems, Vol. 10 No. 5, pp. 289\u201097.","DOI":"10.1108\/09576069910371106"},{"key":"key2022012120090061000_b116","doi-asserted-by":"crossref","unstructured":"Povey, B. (1998), \u201cThe development of a best practice business process improvement methodology\u201d, Benchmarking for Quality Management & Technology, Vol. 5 No. 1, pp. 27\u201044.","DOI":"10.1108\/14635779810206795"},{"key":"key2022012120090061000_b117","doi-asserted-by":"crossref","unstructured":"Reijers, H.A. and Mansar, S.L. (2005), \u201cBest practices in business process redesign: an overview and qualitative evaluation of successful redesign heuristics\u201d, Omega, Vol. 33 No. 4, pp. 283\u2010306.","DOI":"10.1016\/j.omega.2004.04.012"},{"key":"key2022012120090061000_b118","doi-asserted-by":"crossref","unstructured":"Reijers, H.A. and van der Aalst, W.M.P. (2005), \u201cThe effectiveness of workflow management systems: predictions and lessons learned\u201d, International Journal of Information Management, Vol. 25, pp. 458\u201072.","DOI":"10.1016\/j.ijinfomgt.2005.06.008"},{"key":"key2022012120090061000_b119","doi-asserted-by":"crossref","unstructured":"Rohleder, T.R. and Silver, E.A. (1997), \u201cA tutorial on business process improvement\u201d, Journal of Operations Management, Vol. 15 No. 2, pp. 139\u201054.","DOI":"10.1016\/S0272-6963(96)00100-3"},{"key":"key2022012120090061000_b120","doi-asserted-by":"crossref","unstructured":"Scheer, A.\u2010W. and Habermann, F. (2000), \u201cMaking ERP a success\u201d, Communications of the ACM, Vol. 43 No. 4, pp. 57\u201061.","DOI":"10.1145\/332051.332073"},{"key":"key2022012120090061000_b121","doi-asserted-by":"crossref","unstructured":"Seethamraju, R. and Marjanovic, O. (2009), \u201cRole of process knowledge in business process improvement methodology: a case study\u201d, Business Process Management Journal, Vol. 15 No. 6, pp. 920\u201036.","DOI":"10.1108\/14637150911003784"},{"key":"key2022012120090061000_b122","doi-asserted-by":"crossref","unstructured":"Seruca, I. and Loucopoulos, P. (2003), \u201cTowards a systematic approach to the capture of patterns within a business domain\u201d, Journal of Systems & Software, Vol. 67 No. 1, pp. 1\u201018.","DOI":"10.1016\/S0164-1212(02)00083-3"},{"key":"key2022012120090061000_b123","unstructured":"Sharp, A. and McDermott, P. (2001), Workfolw Modeling: Tools for Process Improvement and Application Development, Artech House, Boston, MA."},{"key":"key2022012120090061000_b124","doi-asserted-by":"crossref","unstructured":"Shin, N. and Jemella, D.F. (2002), \u201cBusiness process reengineering and performance improvement \u2013 the case of Chase Manhattan Bank\u201d, Business Process Management Journal, Vol. 8 No. 4, pp. 351\u201063.","DOI":"10.1108\/14637150210435008"},{"key":"key2022012120090061000_b125","doi-asserted-by":"crossref","unstructured":"Siha, S.M. and Saad, G.H. (2008), \u201cBusiness process improvement: empirical assessment and extensions\u201d, Business Process Management Journal, Vol. 14 No. 6, pp. 778\u2010802.","DOI":"10.1108\/14637150810915973"},{"key":"key2022012120090061000_b126","doi-asserted-by":"crossref","unstructured":"Smolander, K., Lyytinen, K., Tahvanainen, V.\u2010P. and Marttiin, P. (1991), \u201cMeta\u2010edit \u2013 a flexible graphical environment for methodology modelling\u201d, in Andersen, R. and Bubenko, J.A. Jr (Eds), Advanced Information System Engineering, 3rd International Conference, CAiSE '91, Springer, Trondheim, pp. 168\u201093.","DOI":"10.1007\/3-540-54059-8_85"},{"key":"key2022012120090061000_b127","unstructured":"Stanley, D. (2004), \u201cManaging it expenditure\u201d, B+FS, Vol. 118 No. 3, pp. 28\u20109."},{"key":"key2022012120090061000_b128","doi-asserted-by":"crossref","unstructured":"Talwar, R. (1993), \u201cBusiness re\u2010engineering \u2013 a strategy\u2010driven approach\u201d, Long Range Planning, Vol. 26 No. 6, pp. 22\u201040.","DOI":"10.1016\/0024-6301(93)90204-S"},{"key":"key2022012120090061000_b129","unstructured":"Tanswell, A. (1993), \u201cBusiness restructuring: the key to radical change\u201d, Professional Engineering, Vol. 6 No. 1, pp. 24\u20105."},{"key":"key2022012120090061000_b130","doi-asserted-by":"crossref","unstructured":"Tolvanen, J.\u2010P. (1996), \u201cMethod engineering: current research directions and implications for future research\u201d, in Brinkkemper, S., Lyytinen, K. and Welke, R.J. (Eds), Method Engineering \u2013 Principles of Method Construction and Tool Support, Proceedings of the IFIP TC8 WG8.1\/8.2 Working Conference on Method Engineering, Chapmann Hall, Atlanta, USA, pp. 296\u2010317.","DOI":"10.1007\/978-0-387-35080-6_19"},{"key":"key2022012120090061000_b131","doi-asserted-by":"crossref","unstructured":"Towill, D.R. (2009), \u201cFrank Gilbreth and health care delivery method study driven learning\u201d, International Journal of Health Care Quality Assurance, Vol. 22 No. 4, pp. 417\u201040.","DOI":"10.1108\/09526860910964861"},{"key":"key2022012120090061000_b132","doi-asserted-by":"crossref","unstructured":"Tucker, M. and Pitt, M. (2009), \u201cCustomer performance measurement in facilities management: a strategic approach\u201d, International Journal of Productivity and Performance Management, Vol. 58 No. 5, pp. 407\u201022.","DOI":"10.1108\/17410400910965698"},{"key":"key2022012120090061000_b133","doi-asserted-by":"crossref","unstructured":"Vakola, M. and Rezgui, Y. (2000), \u201cCritique of existing business process re\u2010engineering methodologies: the development and implementation of a new methodology\u201d, Business Process Management Journal, Vol. 6 No. 3, pp. 238\u201050.","DOI":"10.1108\/14637150010325453"},{"key":"key2022012120090061000_b134","doi-asserted-by":"crossref","unstructured":"Valiris, G. and Glykas, M. (1999), \u201cCritical review of existing BPR methodologies\u201d, Business Process Management Journal, Vol. 5 No. 1, pp. 65\u201086.","DOI":"10.1108\/14637159910249117"},{"key":"key2022012120090061000_b135","unstructured":"Varghese, C. (2004), \u201cResolving the process paradox \u2013 a strategy for launching meaningful business process improvement\u201d, Cost Engineering, Vol. 46 No. 11, pp. 13\u201021."},{"key":"key2022012120090061000_b136","doi-asserted-by":"crossref","unstructured":"Vergidis, K., Tiwari, A. and Majeed, B. (2006), \u201cBusiness process improvement using multi\u2010objective optimization\u201d, BT Technology Journal, Vol. 24 No. 2, pp. 229\u201035.","DOI":"10.1007\/s10550-006-0065-2"},{"key":"key2022012120090061000_b137","unstructured":"Weinstein, M., Hayes, A. and Smith, F. (2009), \u201cARMS the acquisition resource management system\u201d, Contract Management, Vol. 49 No. 12, pp. 54\u201061."},{"key":"key2022012120090061000_b138","doi-asserted-by":"crossref","unstructured":"Winter, R. and Schelp, J. (2006), \u201cReference modeling and method construction: a design science perspective\u201d, Proceedings of the 2006 ACM Symposium on Applied Computing, SAC '06. ACM, Dijon, France, pp. 1561\u20102.","DOI":"10.1145\/1141277.1141638"},{"key":"key2022012120090061000_b139","doi-asserted-by":"crossref","unstructured":"Zairi, M. and Sinclair, D. (1995), \u201cBusiness process re\u2010engineering and process management \u2013 a survey of current practice and future trends in integrated management\u201d, Business Process Re\u2010engineering & Management Journal, Vol. 1 No. 1, pp. 8\u201030.","DOI":"10.1108\/14637159510798248"}],"container-title":["Business Process Management Journal"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/www.emeraldinsight.com\/doi\/full-xml\/10.1108\/14637151111122329","content-type":"unspecified","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/14637151111122329\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/14637151111122329\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,25]],"date-time":"2025-07-25T00:36:25Z","timestamp":1753403785000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/bpmj\/article\/17\/2\/203-237\/273121"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2011,4,19]]},"references-count":139,"journal-issue":{"issue":"2","published-print":{"date-parts":[[2011,4,19]]}},"alternative-id":["10.1108\/14637151111122329"],"URL":"https:\/\/doi.org\/10.1108\/14637151111122329","relation":{},"ISSN":["1463-7154"],"issn-type":[{"value":"1463-7154","type":"print"}],"subject":[],"published":{"date-parts":[[2011,4,19]]}}}