An agile business process and practice meta-model

Business Process Management (BPM) encompasses the discovery, modelling, monitoring, analysis and improvement of business processes. Limitations of traditional BPM approaches in addressing changes in business requirements have resulted in a number of agile BPM approaches that seek to accelerate the redesign of business process models. Meta-models are a key BPM feature that reduce the ambiguity of business process models. This paper describes a meta-model supporting the agile version of the Business Process and Practice Alignment Methodology (BPPAM) for business process improvement, which captures process information from actual work practices. The ability of the meta-model to achieve business process agility is discussed and compared with other agile meta-models, based on definitions of business process flexibility and agility found in the literature. (C) 2017 The Authors. Published by Elsevier B.V

Impact of CRM adoption on organizational performance: Moderating role of technological turbulence

Purpose Customer relationship management (CRM) is instrumental to attain and sustain organizational competitive advantage. Innovation in terms of CRM adoption is the key to gain competitive advantage, and being innovative is dependent on how well organizations know about changing demands of customers and their changing ways to gain access to the market. There is hence a need to develop ongoing empirical insights from diverse management perspectives into the effect of CRM adoption on organizational performance. In this context, the purpose of this study is to develop empirical insights in relation to the moderation of technological turbulence in the banking sector. Design/methodology/approach Primary data were collected and analyzed from 277 CRM staff-members of the banking sector in Pakistan to test a conceptual model. Frequencies of demographics are calculated with correlation and regression analyses using SPSS. The correlation analysis was performed to identify the direction that exists between the dependent and independent variables, and the regression analysis was performed to study the strength/intensity of the independent variable over the dependent variable. Moderating regression analysis was performed to find the moderation effect of technological turbulence on CRM adoption and organizational performance. Findings The CRM adoption has a critical positive impact on organizational performance in the settings of business-to-customer (B2C) perspective in the banking sector. Moreover, the results uncover that improved client satisfaction through CRM adoption prompts better organizational performance in the B2C organization. The authors also have found that technological turbulence has a negative guiding impact on the association linking with CRM adoption, as well as organizational performance. Research limitations/implications The conceptual model that is proposed in this study and supported by empirical insights offers researchers to develop future research studies on the moderating role of technological turbulence to analyze the influence of CRM adoption on organizational performance. Practical implications The empirical insights of this study are valuable for the professionals in the banking sector and other B2C organizations to enrich their organizational performance through CRM adoption while considering the moderating role of technological turbulence. Originality/value Based on an empirical study, in support of an original conceptual model, the insights of this paper contribute to the extant literature in the CRM, bank marketing and management, service management, B2C marketing and the emerging economy knowledge streams

A Requirement-centric Approach to Web Service Modeling, Discovery, and Selection

Service-Oriented Computing (SOC) has gained considerable popularity for implementing Service-Based Applications (SBAs) in a flexible\ud and effective manner. The basic idea of SOC is to understand users'\ud requirements for SBAs first, and then discover and select relevant\ud services (i.e., that fit closely functional requirements) and offer\ud a high Quality of Service (QoS). Understanding users’ requirements\ud is already achieved by existing requirement engineering approaches\ud (e.g., TROPOS, KAOS, and MAP) which model SBAs in a requirement-driven\ud manner. However, discovering and selecting relevant and high QoS\ud services are still challenging tasks that require time and effort\ud due to the increasing number of available Web services. In this paper,\ud we propose a requirement-centric approach which allows: (i) modeling\ud users’ requirements for SBAs with the MAP formalism and specifying\ud required services using an Intentional Service Model (ISM); (ii)\ud discovering services by querying the Web service search engine Service-Finder\ud and using keywords extracted from the specifications provided by\ud the ISM; and(iii) selecting automatically relevant and high QoS services\ud by applying Formal Concept Analysis (FCA). We validate our approach\ud by performing experiments on an e-books application. The experimental\ud results show that our approach allows the selection of relevant and\ud high QoS services with a high accuracy (the average precision is\ud 89.41%) and efficiency (the average recall is 95.43%)

Creating social entrepreneurship in local government

The public sector is often considered synonym with inefficiency and a lack of motivation to be innovative. This paper seeks to contribute towards the literature surrounding social entrepreneurship in the public sector, through using institutional theory to underpin an e-Innovations model that promotes social entrepreneurship, while recognising how the adoption of innovation within the public sector is fostered. The proposed model seeks to serve as a process that threatens the conservative and risk-averse culture endemic in the public sector