A cultural analysis of business process management governanace in Indian organisations

Business process management (BPM) is a key issue for organisations, particularly in a global business environment. In this paper we synthesise a framework for BPM governance and then report two case studies that explore the influence of national culture on BPM governance in India. One case study involves a global outsourcing services company with Indian origins and the other an Indian manufacturing company that has recently established an overseas presence. The two case studies provide a deep understanding of how culture influences BPM governance differently within each organization and how BPM governance practices can be established to mitigate any negative influences of national culture in a global context

A Cultural Analysis of ERP-enabled Business Process Management Strategy and Governance in Indian Organisations

Business process management (BPM) is a key issue for organisations, particularly in a global business environment. Enterprise Resource Planning (ERP) systems provide a viable means for managing business processes. In this paper we synthesise a framework for BPM strategy and governance and then report two case studies that explore the influence of national culture on BPM strategy and governance in India. One case study involves the Indian subsidiary of a multinational corporation (MNC) and the other an Indian manufacturing company that has recently established an overseas presence. The two case studies provide a deep understanding of how culture influences BPM strategy and governance differently within each organization and indicate the need for formal BPM strategy and governance practices to mitigate any negative influences of national culture in a global context

A Framework for Understanding Customer Relationship Management Systems Benefits

This paper presents a structured framework for understanding the benefits of CRM systems. The framework is comprised of a set of benefits grouped into categories with empirical indicators and example metrics. The framework provides researchers with a systematic approach for exploring CRM system benefits and provides a sound base for further empirical research. It also provides practitioners with a means of defining objectives for CRM projects during specification of the business case and for conducting post-implementation reviews

A Framework for Understanding Customer Relationship Management System Benefits

This paper proposes a framework for understanding the benefits of CRM systems. Analysis of multiple case studies is used to validate and extend the framework. The framework will provide practitioners with a means of defining objectives for CRM projects and for conducting post-implementation reviews. It will also provide academics with a systematic approach to exploring CRM system benefits

A Framework of Issues in Large Process Modelling Projects

As process management projects have increased in size due to globalised and company-wide initiatives, a corresponding growth in the size of process modeling projects can be observed. Despite advances in languages, tools and methodologies, several aspects of these projects have been largely ignored by the academic community. This paper makes a first contribution to a potential research agenda in this field by defining the characteristics of large-scale process modeling projects and proposing a framework of related issues. These issues are derived from a semi -structured interview and six focus groups conducted in Australia, Germany and the USA with enterprise and modeling software vendors and customers. The focus groups confirm the existence of unresolved problems in business process modeling projects. The outcomes provide a research agenda which directs researchers into further studies in global process management, process model decomposition and the overall governance of process modeling projects. It is expected that this research agenda will provide guidance to researchers and practitioners by focusing on areas of high theoretical and practical relevance