Silvia Inês Dallavalle de Pádua

An analysis of BPM lifecycles: from a literature review to a framework proposal

– Business process management (BPM) is an emerging research theme in management. BPM lifecycles are models that systematize the steps and activities that should be followed for conducting BPM projects. The theoretical and empirical studies present differences regarding the number of steps and activities that should be carried out for promoting BPM. Using the BPM lifecycle model of the Association of Business Process Management Professionals (ABPMP) – an entity that proposes a common body of knowledge on BPM, as a parameter, this paper conducts a literature review to investigate lifecycle models within the academic-scientific ambit, identify convergences and variations and analyze the alignment between business strategy and processes in BPM activities in these models. The purpose of this paper is to propose a framework that deals with alignment between strategy and business processes in an explicit manner. , – A literature review was conducted aimed at prospecting papers about the BPM lifecycle. For such, the Scopus, Google Schoolar and Science Direct databases were accessed. The selection process was structured in two steps: the first filtered studies based on a reading of the title, abstract and key words; the second step consisted of selecting papers based on a complete reading of those papers resulting from the first step and from the references they contained. , – Seven BPM lifecycle models were selected and analyzed. A comparison was presented between the model steps and the model proposed by ABPMP. The particularities of each model were identified and the study suggests an alignment of these models with the BPM lifecycle proposed by ABPMP, in particular with the analysis, design and modeling, implementation and monitoring and control steps. Four models do not include the planning step, whereas four others do not incorporate refining. The majority of models studied projects the automation of business processes. This study reinforces that ABPMPs BPM lifecycle is a reference model, observing that the activities in the other models studied are projected in it. However, it was observed that in the ABPMP model as well as the models studied, there is little emphasis on organization strategy and on defining process architecture. Thus, this study suggests the incorporation of activities proposed by Burlton (2010) as an additional instrument for the ABPMP BPM lifecycle model to align strategy to processes in BPM projects. For such, a framework was proposed that deals with alignment between strategy and business process in an explicit manner. , – This study presents a typology of BPM lifecycle models, with common characteristics and peculiarities, and it analyzes the alignment between processes and strategy in the models’ activities. This study can assist professionals in the adoption of a model for implementing BPM projects and for continuous improvement.

Modelagem Organizacional: captura dos requisitos organizacionais no desenvolvimento de sistemas de informação

Existem muitos sistemas que, embora tecnicamente corretos, nao satisfazem as reais necessidades do negocio. Isso ocorre porque a tecnologia da informacao e, muitas vezes, utilizada apenas para automacao dos processos de negocio existentes e nao para a reformulacao desses processos, visando a encontrar todas as necessidades do usuario. Nesse sentido, este trabalho tem o objetivo de apresentar algumas tecnicas de Modelagem Organizacional, um breve estudo comparativo entre essas tecnicas e detalhar o Enterprise Knowledge Development (EKD), que e um metodo de Modelagem Organizacional, que facilita a aquisicao do conhecimento da estrutura organizacional e estrategica; auxilia na captura dos requisitos organizacionais, na tentativa de melhorar a compreensao do dominio e na interacao com usuarios, para que eles entendam o que o sistema de informacao pode fazer para melhorar o negocio.

Promotion and evolution of sustainability performance measurement systems from a perspective of business process management: From a literature review to a pentagonal proposal

Purpose – The purpose of this paper is to create a conceptual proposal that considers the relevant aspects to guide the promotion and evolution of corporate sustainability performance measurement systems (SPMSs) from a perspective of business process management. Design/methodology/approach – This study is divided into two phases. The first phase is a literature review with the study question was, “Which aspects need to be considered for promoting and evolving SPMS with a focus on business processes?” The second phase involved comparing these approaches and presenting a conceptual proposal with the relevant aspects for promoting and evolving a corporate SPMS. Findings – In the literature review, the following aspects were considered relevant to promoting sustainability: strategy, integration, stakeholders, evolution over time and business processes. The conceptual proposal found each aspect relevant and complementary presented consideration for each, forming one SPMS pentagon. Research limitations/implicat...

O potencial das redes de Petri em modelagem e análise de processos de negócio

A tecnologia de gerenciamento workflow procura oferecer uma solucao flexivel em apoio aos processos de negocios, por meio da facilitacao de modificacoes e da criacao de novos processos. Entretanto, a falta de definicao bem formalizada no que se refere a sintaxe e a semântica de tais tecnicas dificulta analises mais complexas dos modelos. Nesse caso, redes de Petri atuam com excelente potencial, uma vez que possuem representacao grafica, sao de facil aprendizado, funcionam como linguagem de comunicacao entre especialistas de diversas areas, possibilitam descrever aspectos estaticos e dinâmicos do sistema a ser representado e ainda possuem o formalismo matematico necessario para metodos de analise ja consagrados. O presente trabalho tem por objetivo, primeiramente, oferecer uma visao atualizada do estado da arte na area de modelagem de workflow baseada em redes de Petri e expor um exemplo de modelo de workflow com parâmetros de tempo e custo associados as transicoes da rede. O objetivo secundario e apresentar conceitos importantes de redes de Petri, workflow e rotas de processos.

Performance measurement of information technology governance in brazilian financial institutions

Information technology governance is a process by which organizations align their information technology operations and services with their performance goals and strategic objectives and assess the results. The financial sector has benefited greatly from the development of information technology, primarily in bank automation. There are few research works aimed at describing information technology governance, and there are even fewer in the financial sector. This paper is aimed at measuring information technology governance in financial institutions using the methodology proposed by Weill and Ross (2004). The sample consisted of sixty professionals from financial institutions operating in Brazil. The average performance score was approximately 79.6, showing that the organizations studied have not achieved maximum performance (100), although many are very close to it. This paper describes an original empirical study of Brazilian financial institutions concerning information technology management performance. The survey investigates not only the context of performance, but also the importance that the organization places on each item related to information technology governance aligned with business needs and goals.

Método de avaliação do modelo de processos de negócio do Enterprise Knowledge Development

The EKD - Enterprise Knowledge Development - is a methodology that offers a systematic and guided process to analyze, understand, develop, and document an Enterprise. Unfortunately, its grammatical structure and context formation are not clear nor easy to understand and interpret making the analyses of more complex models difficult. As a result, the Enterprise Process model of EKD can be ambiguous and hard to analyze, especially regarding more complex systems, and so it can also be difficult to verify the consistency and entireness the model. In this work, these problems will be studied based on the Petri Nets approach. Due to the Petri Nets formalism, this is an important modeling technique to process representation. Furthermore, Petri Nets allows the tracking of every step of the operation with no ambiguity, and it offers efficient methodology for the analyses, which can guarantee the accuracy of the model. Therefore, the objective of this study is to develop an evaluation methodology of the business process model of EKD (MPN-EKD). Such methodology will allow the verification of possible building and locking model errors. This methodology can be applied to information systems or workflow. It can also be used to study strategies of work and workflow simulations.

Gestão de processos aplicada à realização de convênios internacionais bilaterais em uma instituição de ensino superior pública brasileira

As possibilidades da globalizacao tem proporcionado a intensificacao do processo de internacionalizacao na educacao superior. Tal processo e caracterizado por complexidade e dificuldades de gestao. Uma abordagem de gestao recomendada para processos complexos e a gestao de processos de negocio (BPM). Este estudo objetiva contribuir atraves da avaliacao e proposta da aplicabilidade do BPM na internacionalizacao de uma instituicao de ensino superior (IES) publica brasileira. O estudo restringiu-se ao processo de realizacao de convenios bilaterais internacionais da escola de negocios de um dos campi da instituicao. O processo de convenios bilaterais foi modelado em sua forma vigente e, a partir da analise desse modelo, foram propostas melhorias, um novo modelo e indicadores de desempenho.

The BPM lifecycle: How to incorporate a view external to the organization through dynamic capability

Purpose The purpose of this paper is to develop a conceptual framework that incorporates factors external to the organization into the business process management (BPM) lifecycle through dynamic capabilities (DCs), beginning with strategy and persisting through the business process transformation. Design/methodology/approach The study comprised four distinct phases. First, a literature review was conducted to identify validated theoretical models related to the topic. Then, a systematic review of the literature was conducted by accessing the EBSCOhost, ISI/Web of Science and Scopus databases, for the purpose of understanding how the relationship between BPM and DCs has been addressed. The third step was the identification of the meta-capabilities involved in the relationship between DC and BPM, the fourth step was the construction of a framework that integrated an external view into BPM through DC, and the final step evaluated these framework through a case study. Findings Ten texts were selected after a systematic literature review. The following main points of convergence were identified: DC contributes to the conceptualization and understanding of BPM, DC assists in the process of organizational change by promoting the adaptation of the company to the environment, and DC enhances BPM performance. A framework was developed and presented. Practical implications The proposed framework, which incorporates an external perspective into the BPM lifecycle through DCs, can be used by managers and researchers interested in the promotion of BPM. Originality/value The study shows how the sensing, seizing and transforming meta-capabilities can act to evaluate the outside-in perspective, serve as a benchmark for the alignment of business processes and enable the operationalization of emerging demands through the dynamic adaptation of processes.

Avaliação da qualidade de serviços de telefonia móvel: o impacto da nova lei dos callcenters

Abstract This work aimed to verify, in a process perspective, the initial impact that recent law modifications exerted in an essential sector for Brazil, by applying the five dimensions of the quality theory. A total of 2,932 complaints about an important mobile phone service provider in Brazil were collected and classified. The dimension “reliability” had the highest number of citations, while the dimension “tangibles” had the lowest one. Results indicated that there was a significant increase in the number of customers’ complaints, especially in the “responsiveness” and “empathy” dimensions. In conclusion, it was possible to verify that the increase was driven by greater consumers’ awareness about their new rights, indicating that they have become less tolerant of the weaknesses of the service. The research has broadened the results on the subject in the telecommunication sector, considering this new variable in the Brazilian scenario; the call-center law. Keywords Services Quality. Services Quality Dimensions. Mobile Telephone.

Estudo sobre a aplicação do método de avaliação do modelo de processos de negócio do EKD

Business processes modeling and simulation have been widely used to perform continuous improvement, business process management and changes of organizational structure. Therefore, the main goal of this study was to present and discuss the application of the assessment method of business processes model of EKD. This method includes the simulation of the model of business processes to verify whether it is free of deadlocks and errors. This research is a literature revision, with application based on secondary data. The application showed that the development of business processes model based on organizational goals facilitates comprehension by the whole staff involved in the process of modeling, and the simulation identified whether the model was correct and free of deadlocks.