Critical Success Factors and degree of maturity in Business Process Management Office of Public Higher Education Institutions

Public Higher Education Institutions (PHEI) have invested in Business Process Management (BPM) initiatives to increase their organizational efficiency. However, most BPM projects focus on modeling and automating processes, generating narrow improvements. The effective and integral development of BPM requires a Business Process Management Office (BPMO), a business unit whose mission is to institutionalize BPM. However, Process Offices must be supported by a structured and mature framework in order to fulfill their mission. In this sense, this paper conducted a multiple case study with exploratory approach research, aiming to identify the relationship between the Critical Success Factors (FCS) and the maturity degree, regarding the structuring and running of PHEI process offices. The consolidated results indicate there is a relationship between degree of maturity and the BPMO critical success factors. It was also possible to identify the most relevant FCS to achieve a greater degree of maturity in the offices