Title: Business process management critical success factors: a scoping review

Authors: Rivoningo Sukumani; Lumka T.P. Salamntu; Lisa F. Seymour

Addresses: Department of Information Systems, Rhodes University, Drosty Road, Makhanda, South Africa ' Information Systems Department, Rhodes University, Drosty Road, Makhanda, South Africa ' Department of Information Systems, University of Cape Town, Rondebosch, Cape Town, South Africa

Abstract: Business process management (BPM) is a management technique that employs a variety of methods to ensure that business processes are created, modelled, monitored, and optimised to deliver organisational results that support business strategy and corporate objectives. Organisations have invested a lot of money in the adoption of BPM-related initiatives. Despite the investment made, BPM initiatives, particularly in the public sector, do not always succeed and it is not understood why. The study examines the critical success factors of BPM through a scoping review. It reveals that top management support, communication, organisational culture, strategic intent, people, and BPM governance are the key success factors in the context of public sector or developing countries. Among them, top management support, organisational culture, and communication are particularly highlighted as the most significant factors. This research fills the gap in the study of BPM critical success factors from the perspective of public sector organisations, providing important insights for further exploring the application of BPM in the public sector or developing countries. Given the limited research in this field, more studies on BPM, especially in the public sector or developing countries, are needed to maximise the benefits of BPM implementation.

Keywords: business process management; BPM; critical success factors; CSF; public sector organisations.

DOI: 10.1504/IJBPIM.2024.142650

International Journal of Business Process Integration and Management, 2024 Vol.11 No.4, pp.303 - 313

Received: 14 Jul 2023
Accepted: 26 Mar 2024
Published online: 14 Nov 2024 *

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