International Journal of Business Process Integration and Management (29 papers in press)

Regular Issues

• Effectiveness of enterprise resource planning systems: case study of Shirin Asal Company  
  by Nader Rezaei, Alireza Mirzaeinezhad 
  Abstract: Enterprise Resource Planning (ERP) software systems consist of a broad variety of software modules which support the business operations of organisation and decision making process. This research is aimed at investigating the implementation of ERP systems and its effectiveness in Shirin Asal Company of Tabriz. The considered effectiveness criteria in this study are some system features comprise customer-orientation, sharing information, notification way and cooperation of unities. The research population consists of the employees of Shirin Asal Co. including 134 people. The present research is an applied one of field descriptive-survey studies type. The method of testing the hypothesis is correlation and regression test. The results of analyzing the research data suggest that employing enterprise resource planning systems in Shirin Asal power information sharing. Also, using ERP systems will influence the cooperation between the units, enhance customer-orientation, and develop the way of notification.
  Keywords: enterprise resource planning; customer-orientation; sharing information; notification way; cooperation of units.
  
  
• Configurable artifact-centric business process modelling with proclets  
  by Guosheng Kang 
  Abstract: To promote reuse and rapid modelling of business process models, configurable business process modelling is proposed for traditional activity-centric business process models. However, to the best of our knowledge, few approaches on configurable process modelling have been developed for artifact-centric business process models which have emerged in recent years. This paper fills the gap by proposing a configurable process modelling approach for artifact-centric business process models. In our approach, proclets are used to describe the internal lifecycles of artifacts, and the proclet system describes the artifact-centric process model: artifact lifecycles and their interaction. To derive the integrated representation of artifact-centric process model variants, we propose merger operation for two artifact-centric process model variants. We obtain a configurable proclet system by setting configurable points in the integrated proclet system. In a proclet system, transitions and ports can be defined to be configurable elements, and the associated configuration alternatives are proposed correspondingly. Therefore, new proclet systems can be derived by configuration based on the behaviour of the configurable proclet system. The data model can be also derived correspondingly based on the configured proclet system. A running example is presented throughout the paper to illustrate the specification of configurable proclet system modelling and the derivation of new proclet systems.
  Keywords: configurable model; artifact-centric; business process modelling; proclet system.
  
  
• A semantic abstraction criterion to reduce complexity on automatically discovered declarative maps  
  by Pedro Richetti, Fernanda Baião, Flávia Santoro 
  Abstract: A declarative approach can be employed on the definition of constraints that limits process execution possibilities. This perspective is appropriate when dealing with unstructured or flexible processes, a.k.a. knowledge-intensive processes. Declarative process mining may result in complex models owing to the discovery of a high quantity of constraints, producing models with excessive complexity. As abstractions are seen as an effective approach to represent readable models, this work proposes to create language-independent hierarchical declarative maps using a linguistic hierarchy of activities. The proposed approach applies natural language processing to build more abstract declarative models produced by process mining. The presented method was evaluated in a case study with real-life data and support from domain experts. The findings showed that it is possible to generate meaningful groups by looking for the semantics of activity labels in order to create abstract process views with reduced complexity, starting from a low-level declarative map.
  Keywords: process mining; declarative modelling; semantic abstraction; business processes; natural language processing.
  
  
• People management: modelling the work of an ICT team in a coordination and governance organisation of state-owned enterprises  
  by Edna Dias Canedo 
  Abstract: Information and Communication Technology (ICT) and people management are crucial to achieve the organisational strategic objectives. In the Secretariat of Coordination and Governance of State-owned Enterprises (SEST), established in the Ministry of Planning, Development and Management, Brazil, there is an ICT governance team allocated to the General Coordination of State Information Management (CGINF), which is responsible for the support and maintenance of structuring ICT services. This team has been working since its creation in August 2016, without detailing the work processes and structuring its positions. Therefore, this study aimed to map the work processes and job structure of the CGINF team, in order to provide a healthy work environment, in which the organisational culture contributes to the efficiency and effectiveness of the work performed. Several processes and sub-processes of work have been mapped that will support the people management from this work environment. The processes were modelled and validated with the responsible teams. This paper will present the main identified processes, which will facilitate team management and achieve greater clarity in the implementation of the activities carried out by them, Although the processes have been validated in a specific context, they may be applied in any state-owned enterprise or organisation, since the best practices of people management are adherent for both private or public companies.
  Keywords: people management; process mapping; organisational productivity; people management policy; skills.
  
  
• Application of a knowledge management system as the supporting factor of success in a rural innovation program  
  by Wilopo Wilopo 
  Abstract: This study aims to test the application of a knowledge management system as the supporting factor of success in a rural innovation program. The study used the Soft System Methodology (SSM) (Checkland and Scholes, 1990). It is a methodology based on systems thinking and system concept dealing only with human activity system (Hardjosoekarto, 2012) which consists of seven stages. Data was collected using literature studies concerning the law, presidential decrees, government regulations, Ministry of Social Affairs Regulation, Regulation of the Ministry of Rural Development and Transmigration (KDPDTT) associated with the Social Space of Knowledge (RSP). An in-depth interview technique was used through Focus Group Discussions (FGD). The Knowledge Management for Rural Innovation program already existed but it is not successful to support good governance. Knowledge management will effectively benefit the learning organisation through knowledge that allows for developing a community group memory to prevent a 'brain drain' as a result of a shift or change in leader/community leaders at the expiration of a program (legacy capture). The originality of this research can be seen from the documentation of practices in community development and empowerment, such as sharing forums regularly, replication innovation of quantity and quality in infrastructure development, local economy, and human resources, and establishment of knowledge management system.
  Keywords: knowledge management; supporting factor; rural innovation program.
  
  
• Comparative analysis of clustering-based remaining-time predictive process monitoring approaches  
  by Niyi Ogunbiyi, Artie Basukoski, Thierry Chaussalet 
  Abstract: Predictive process monitoring aims to accurately predict a variable of interest (e.g. remaining time) or the future state of the process instance (e.g. outcome or next step). Various studies have been explored to develop models with greater predictive power. However, comparing the various studies is difficult as different datasets, parameters and evaluation measures have been used. This paper seeks to address this problem with a focus on studies that adopt a clustering-based approach to predict the remaining time to the end of the process instance. A systematic literature review is undertaken to identify existing studies that adopt a clustering-based remaining-time predictive process monitoring approach and performs a comparative analysis to compare and benchmark the output of the identified studies using five real-life event logs.
  Keywords: operational business process management; process monitoring; remaining-time predictive modelling.
  
  
• Direct and mediating effects of social media on e-commerce purchase intention: a comparative approach  
  by Shahzeb Zulfiqar, Sayed Fayaz Ahmad 
  Abstract: E-commerce companies are unable to effectively allocate their social media marketing budget. This paper will help e-commerce companies to design marketing campaigns that are more profitable. In the recent years, the impact of social media sites (SNS) has been significant on the e-commerce purchase intention of customers. Specifically talking about e-commerce, there are multiple social media based independent factors that may impact the online buying behaviour. For this paper we are specifically focusing on trust and perceived usefulness as mediating variables. The direct impact of social media is compared with the mediating impact of social media through these mediating variables. Data is collected through questionnaires that were distributed online. The sample size is 267. Purposive sampling technique is applied based on the participants exposure and use towards social networking sites and e-commerce platforms. This comparative analysis is applied through the use of SEM-PLS analysis implemented by SmartPLS v.3. PLS algorithm is applied to confirm the validity and reliability of the model and data collected, and bootstrapping is applied to investigate the significance of relationships between variables. In the results, it is observed that the direct impact of perceived usefulness, trust and purchase intention is significant. The mediating impact of trust is significant and perceived usefulness is not significant. In comparison, trust as a mediating variable has more impact than direct impact of SNS. This analysis suggests the importance of a customers trust towards e-commerce platforms for better purchase intention. Organisations may use this research to understand a customers behaviour in terms of social media and its impact on e-commerce purchase intention. Analysis suggests the importance of SNS in building trust towards e-commerce buying behavior. This research contributes towards the technology acceptance model theories on customer trust. This research uses multiple mediating relations between SNS and purchase intention in order to examine the combination for a better outcome.
  Keywords: social commerce; social media; e-commerce; technology acceptance model; SEM-PLS; trust; perceived usefulness; social networking sites; SNS; purchase intention.
  
  
• The effect of corporate governance and risk acceptance criteria on non-performing loans with technology monitoring moderation  
  by Maswar Purnama, Sri Mangesti Rahayu, Muhammad Saifi, Cacik Rut Damayanti 
  Abstract: This study aims to test and analyse corporate governance and risk acceptance criteria as drivers of non-performing loans (NPLs) and test whether there is a moderation effect of technology monitoring in the relationship between these variables. This research is a quantitative research. The data in this study are a combination of primary data obtained through questionnaires and also secondary data obtained from bank credit portfolios. The research took place at the Micro Branch Office of Bank Mandiri in Central Java Region, Indonesia, with the head of the branch office as a sample in this study. The sampling technique used is judgement sampling and data analysis using SEM. The results showed that corporate governance had a positive and significant effect on risk acceptance criteria, corporate governance had a negative and significant effect on NPL, risk acceptance criteria had a negative and not significant effect on NPL, and technology monitoring had a positive and not significant effect in moderating the relationship between corporate governance and risk acceptance criteria for NPLs. The originality of this research lies in testing the effect of corporate governance and risk acceptance criteria on NPLs with the updated technology monitoring as a moderating variable.
  Keywords: non-performing loan; corporate governance; technology monitoring.
  
  
• The effect of transglobal leadership on bank sustainability mediated by militancy, innovation culture and bank performance  
  by Kadarisman Hidayat, Sis Apik 
  Abstract: This research examines the effect of transglobal leadership on militancy, innovation culture, bank performance and bank sustainability. A quantitative approach and data collection using survey methods are used. The population in this study were all regional offices and branch offices of PT. Bank Rakyat Indonesia (Persero) Tbk. The sampling technique uses Stratified Proportional Area Random Sampling (SPARS). The analytical method uses Structural Equation Modelling (SEM). The results show that there was a significant influence between transglobal leadership and militancy, innovation culture, and bank performance. There was a positive and significant relationship of militancy towards innovation culture and bank sustainability. The novelty in this study is to use the militancy and innovation culture variables as a mediating effect of transglobal leadership on bank sustainability.
  Keywords: bank performance; bank sustainability; innovation culture; militancy; transglobal leadership; SEM; BRI; Asia; Indonesia; signalling theory.
  
  
• Empowerment of small businesses based on agribusiness, micro, and cooperatives in Malang, Indonesia, to face the ASEAN market  
  by Benny Hutahayan 
  Abstract: This study breaks down the strengthening procedure of small, micro, and cooperative enterprises (SMCEs) in view of agribusiness in facing the Asean Economic Community. The population in this study were all SMCEs mentors in the Department of Cooperatives, Industry, and Trade of Malang, Indonesia (Northeast, Central, and Southwest) that depend on agribusiness. The sample size was 80 SMCEs, data was collected by direct observation in the field in a participatory manner and investigation was performed by relapse. The results demonstrated that the factors recognized in the SMCEs business progress model were 66.2%. In the meantime, whenever seen from the degree of impact, it is generally negligible, which is just 43.9%. In any case, the after-effects of this examination are a decent initial phase in understanding the genuine state of SMEs in Malang. SMCEs everywhere, including in Malang, require more serious attention to further organise their performance in dealing with global issues so as not to lose in global competition.
  Keywords: agribusiness; Malang; small; micro; and cooperative enterprises.
  
  
• Flexibility-based selection of paradigms and tools for BP modelling and execution  
  by Asma Mejri, Sonia Ayachi Ghannouchi, Ricardo Martinho 
  Abstract: The last decades have witnessed several changes at the level of the development and the adoption of several business process management approaches, methodologies, tools and paradigms. These latter support all stages of the business process management life-cycle. Owing to the continuous, increasing and rapid changes in the context or environment in which organisations operate, the flexibility of business processes ranks high on the list of priorities of organisations. Hence, organisations must be able to respond promptly and effectively to these changes and unexpected turbulence. This research presents a generic approach for guiding business process engineers to choose paradigms and tools, for modelling and executing their business process, in the sense of taking into account their flexibility requirements. A case study is conducted considering the well-known Scrum framework as a business process for which the approach is applied. Business processes are analysed in terms of flexibility needs, and then our approach guides process engineers on the modelling paradigm and tools they can use accordingly.
  Keywords: flexibility; business process management; paradigms; BPMS; guidance; Scrum framework.
  
  
• New developments in the Round Robin algorithm and their applications: a systematic mapping study  
  by Daniela L. Freire, Rafael Z. Frantz, Fabricia Roos-Frantz, Vitor Basto-Fernandes 
  Abstract: Enterprises have a set of applications support that need to work synchronously and efficiently to respond quickly to business processes. To achieve high performance in the execution of the applications, software engineers suitably must task scheduling on the computational resources. The Round Robin algorithm is an efficient and effective scheduling technique for task scheduling in computing. This article provides a systematic mapping study that identifies the state-of-the-art in the research of the Round Robin algorithm to guide researchers and practitioners in the field of software engineering. The research regarding the improvement in the Round Robin algorithm continues active, indicating that it remains one of the more efficient scheduling techniques in the fields of packets, CPU and virtual machine scheduling.
  Keywords: Round Robin algorithm; scheduling; systematic mapping study; performance evaluation metric; simulation tool.
  
  
• Determinants associated with the application of strategic project management: empirical evidence on research and development projects  
  by Charity Udodirim Ugonna, Edward G. Ochieng, Hellen Nyolo Otieno 
  Abstract: The application of project management tools and techniques in the management of research and development projects has increased in recent years so as to achieve its strategic objective and manage the organisations operations. This paper aims to present an overview of strategic project management (SPM) application in research and development (R and D) projects and identify success factors when dealing with R and D projects. A quantitative research method was adopted and the data collected were analysed using SPSS. The study identified that the appointment of the project team, experiences and competencies of the project team, and their ability to work as a team; management support in project funding; project planning; project management methodology and understanding of the principles of project management were found to be determinants that were associated with SPM and could affect the execution of R and D projects in public research organisations.
  Keywords: strategic project management; project management; public research organisations; project management practitioners; research and development projects.
  
  
• The influences of product quality and brand expansion toward consumers purchase decision of Liquid Tolak Angin products: a study of customers behaviors in K-24 pharmacies in East Surabaya  
  by Anik Lestari 
  Abstract: This paper analyses and discusses the influence of product quality towards customers purchase decision upon Liquid Tolak Angin products in K-24 pharmacies in East Surabaya, Indonesia. It also analyses and discusses the influence of line extension towards customers purchase decision upon Liquid Tolak Angin. This research is a conclusive research that attempted to test some specific hypotheses using quantitative approach. The results showed that product quality and line extension both have a positive influence on customers purchase decision upon Tolak Angin products. The originality of this research lies in the depth of review on empirical research literature about customer satisfaction analysis in the field of the traditional pharmaceutical industry, particularly in Indonesia.
  Keywords: purchase decision; product quality; line extension.
  
  
• Influence of factors on the rules of sustainable mining governance with the help of decentralised performance as a mediation objective and the transformation of U-based mining management as a moderation goal  
  by Sujono Sujono 
  Abstract: The purpose of this study is to analyse how the quality of environmental, governance, community, and economic influences sustainable mining governance with performance of decentralisation as mediation and transformation of U-based mining management as a moderation with SEM approach based on WarpPLS. The study uses a quantitative approach, in which a total of 200 respondents participated. The unit of analysis and sample units in this study are individuals. The analytical method uses the WarpPLS Structural Equation Model (SEM) approach. First order confirmatory factor analysis shows the relationship between observational variables as indicators of related latent variables. Results show that quality of environmental (X1) and quality of governance (X2) significantly influence the performance of decentralisation (Y1) and sustainable mining governance (Y2), while quality of community (X3), and quality of economic (X4) only significantly influence performance of decentralisation (Y1) and have a significant effect on sustainable mining governance (Y2) but through the mediation of performance of decentralisation (Y1). Sustainable mining governance (Y2) was also significantly influenced by performance of decentralisation (Y1). Transformation of U-based mining management (M1) is a moderating variable between the influence of the relationship of quality of environmental (X1), quality of governance (X2), quality of community (X3), and quality of economic (X4) to sustainable mining governance (Y2). The originality of the study reveals performance of decentralisation (Y1) as a mediating variable and U-based mining management (M1) as a moderating variable.
  Keywords: sustainable mining governance; SEM-WarpPLS; performance of decentralisation.
  
  
• The mediating effect of dividend policy on the effect of asset structure on firm value  
  by Sri Mangesti 
  Abstract: This study examines the mediating effect of dividend policy on the effect of asset structure on firm value. The locations of this study were manufacturing companies located or operated in the territory of the Republic of Indonesia and on the Indonesia Stock Exchange in the period 2011-2015. The results show that (1) the asset structure has no significant effect on the dividend policy: this finding indicates that empirically the asset structure is not always or not a determinant of dividend policy in manufacturing companies in Indonesia; (2) dividend policy has a significant effect on firm value: this result supports bird-in-the-hand theory which states that investors feel more secure to earn income as dividend payments rather than waiting for capital gains (Lintner, 1962); (3) the asset structure directly and significantly influences the firm value; however, dividend policy does not mediate the effect of asset structure on firm value. The originality of the research is that there has been no testing about the mediating effect of dividend policy on the effect of asset structure on firm value, and that previous research that examined the effect of asset structure on dividend policy as done by Olakunle and Emmanuel (2014), Harc (2015) and Cekresi (2015) used only one indicator, i.e. fixed asset to total asset (FATA) asset variable, while this research uses two indicators at once for asset structure variable, i.e. current asset to total asset (CATA) and fixed asset to total asset (FATA).
  Keywords: dividend policy; asset structure; firm value.
  
  
• The manufacturing excellence model research proposal to solve the operational risks due to product demand variations  
  by Rohit Kenge, Zafar Khan 
  Abstract: Dynamic product demand impacts the manufacturing supply cycle by creating some operational risks, such as high inventories, excess manpower, and underuse of machines, etc. Business firms or companies get impacted financially by the dynamic product demand with issues such as rising finish goods, raw material, and in-process stocks or inventories, inefficient usage of resources like machines, water, and people, and excess or less manpower or job cuts. We studied the lean manufacturing principle in a literature survey to understand the concept of manufacturing excellence at the product manufacturing and its deployment to solve the above-listed issues due to product demand variations. Further, in our research methodology, we considered the independent variable as dynamic product demand and the dependent variable as operational risks, such as high inventories, excess manpower, and underuse of machines. We plotted the value stream map for the selected product manufacturing with daily demand of 25 and 40 to understand the operation risks that occur after changing the demands. We proposed consolidated manufacturing excellence models for solving the operational risks and, after their deployment of them, we again plotted the value stream map for the selected product manufacturing with daily demand of 25 and 40. We found a gain in the case of the daily 25 demand, total lead time reduced from 14.6 to 7.82 days, that is 46.44% for in-house product manufacturing and, in the case of the daily 40 demand, total lead time reduced from 26.18 to 15.18 days, that is 42.01%. Total lead time in both cases is reduced by >40%, which helped product manufacturing. We conclude from this research study that our manufacturing excellence models are successful in delivering the expected results at our selected product manufacturing.
  Keywords: VSM; lean manufacturing; manufacturing excellence model; inventory; operational risks.
  
  
• BUSINESS PROCESS MANAGEMENT IN IMPLEMENTATION ORDERING MANAGEMENT SYSTEM IN SUPPLY CHAIN COMPANY  
  by Roy Pisela, Nilo Legowo 
  Abstract: Supply chains are highly complex business process and interconnected structures essential to the success of any company. Quick service restaurants in particular need optimal supply chain performance to ensure they have the right amount of food products and other supplies to support a new product launch, deliver on a promotion or simply provide a great customer experience. The supply chain plays a major role in modern enterprises to gain a competitive advantage in today's business environment. Since the elements of supply chain have been typically separate and independent entities, the main objective of supply chain management is to develop a mechanism to prioritise goals and to coordinate activities for optimal implementation of system. Information is the most significant element of coordination. Information technology can be used to help implement the participation of supply chain elements in the supply chain system. These critical business challenges are driving the need to focus on creating strong business process management in supply chain solution through implementation ordering management system information.
  Keywords: supply chain; quick service restaurant; ordering management system; business process management; business process.
  
  
• Knowledge-based decision support system: a structure for performance improvement in a manufacturing process  
  by Liane Mahlmann Kipper, Jonas Knipphoff Da Cruz, Rejane Frozza, Daniel Lacerda 
  Abstract: This research presents a proposal for a system for performance improvement in a manufacturing process. The methodology used was action research, which guided the phases of current situation survey, processes and indicators analysis, definition of the stability indicator, development, implementation and validation of the decision support system. At the stage of development and implementation, the knowledge base of the expert decision support system was implemented. The prototype of the system was developed using Visual Basic for Application and SQL programing language on Microsoft Access, Microsoft Excel and MS SQL Server. To load the data from transactional systems, ETL interfaces were developed. The results show that by using the stability indicator and the report analysis based on production rules, it was possible to measure the process stability level and define the effective corrective actions to improve the process performance.
  Keywords: process management; key performance indicators; process stability; decision support system; production rules.
  
  
• Cost benefit analysis by value analysis in a manufacturing industry: a case study  
  by Jagdeep Singh, Harwinder Singh, Surjit Kumar Gandhi 
  Abstract: Value analysis is one of the most effective, promising and rewarding modern techniques available to identify and eliminate unnecessary costs in design, testing, manufacturing, construction, operations, maintenance, procedures, specifications, and practices. The aim of this study is to reduce the cost of a critical product of a manufacturing industry of Northern India using seven standard steps of value analysis. Data collection before and after implementing value analysis has been analysed. Finally, the research carries out empirical analysis of the financial/non-financial benefits incurred from value analysis of the critical product. Following the seven core steps led to savings of rupees 99 per pump, which is 28.2% of the pump cost. Average annual savings are rupees 2.4 lakhs, for an average pump production of 2400 units per annum.
  Keywords: value engineering; cost reduction; manufacturing industry.
  
  
• Reengineering the certification process for aircraft equipment  
  by Sarandis Mitropoulos, Marilena Maliappi, Alexandors Veletsos, Christos Douligeris 
  Abstract: The main purpose of this paper is to evaluate and redesign the workflow of the certification process for aircraft equipment of the Hellenic Air Force Accreditation Service (HAAS). The calibration cycle of a measurement device is analysed with the modelling tool TIBCO Business Studio and then improved successively in a recursive way. The paper effectively examines the problems that arise from the measurement errors. Then the background information with respect to the laboratories that support the verification of devices that count the various physical and technical parameters is presented. In the whole task of the business process reengineering, the definition simulation workflow is the most important. Thus, the analysis and the improvement of the current simulation workflow for an effective certification process in aircraft equipment is given. Finally, the certification process through a collaborative internet-based work is presented as future work along with the conclusions.
  Keywords: airforce accreditation service; certification process; aircraft equipment; measurement device; measurement error; simulation methodology.
  
  
• A taxonomic proposition for the representation of business processes: a multiple perspective  
  by Ricardo Gonçalves, Noel Torres Jr, Ana Correia Simões 
  Abstract: This work presents a taxonomic proposition that integrates six views of Business Process (BP), allowing the identification of different BP perspectives as well as their elements used in the BP modelling activity. A literature review was conducted to identify the theoretical elements of the BP construct. Based on the review's findings, a taxonomic proposition of BP is presented. Finally, interviews were conducted with practitioners to validate it. The taxonomy contributes to the systematisation of knowledge around the theoretical construct BP and offers the practitioner a broad spectrum of points of view for the analysis of a given BP.
  Keywords: business process; taxonomy; taxonomic proposal; BP views.
  
  
• Performance evaluation of thread pool configurations in the run-time systems of integration platforms  
  by Daniela Lopes Freire, Angela Mazzonetto, Rafael Z. Frantz, Fabricia Roos-Frantz, Sandro Sawicki, Vitor Basto-Fernandes 
  Abstract: Companies' software ecosystem - composed of local applications and cloud computing services - is made up by the connection of integration platforms and applications. Run-time systems are arguably the most considerable components for integration platforms performance. Our literature review has identified that most integration run-time systems adopt a global pool as configuration for threads. However, it is possible to configure local thread pools in order to improve the quality of performance of run-time systems. This article brings a comparison between two configurations of thread pools simulating the execution of a real integration problem. Results show that the execution performance through the local pool configuration exceeds the performance through the global pool in high workload scenarios. These results were reviewed by rigorous statistical analysis.
  Keywords: application integration; thread pool; optimization; multithread; run-time system; simulation.
  
  
• Impact assessment of Covid19 on digital payment: an Indian perspective  
  by Shubhendra Singh Parihar, Masood Siddiqui, Shyamji Mehrotra 
  Abstract: The psychological and social-economic impacts of the Covid-19 pandemic are grievous and changed the world order. A strict lockdown changed our daily life and buying behaviour. The objective of this paper is to investigate the impact of Covid19 on digital payment behaviour in the Indian context. The cluster analysis technique is applied to classify the type of customers based on their payment behaviour. The first cluster of the customers can be classified as late majority' and the second cluster as early majority'. The results indicate the fear of Covid19 helped the digital initiatives of the banks. The findings of this paper can be used by private and public sector banks or other small banks to understand the future implications of it in their payment operations and future policy to optimise the operational cost.
  Keywords: banking behaviour; consumer behaviour; digital payment; fear to use technology; online frauds; technology integration; business process effeciency.
  
  
• Productivity improvement using value stream mapping and simulation: case studies  
  by Jagdeep Singh, Ajay Gupta, Rejeev Trehan 
  Abstract: Companies are implementing lean manufacturing tools to keep their competitiveness over their competitors by improving the manufacturing systems productivity enhancement of the product. The present study has been carried out in two manufacturing industries to justify lean thinking using value stream mapping and simulation of manufacturing system processes. The study explains the necessary steps from initially identifying the product among a list of products for VSM analysis to carry out value stream mapping of the product. A current state map was prepared with the help of brainstorming to find out potential shortcomings in the entire mapped process. A future state map was prepared to overcome the current maps shortcomings; further simulation was done to analyse the effect of the change in the production line. The results are validated by using advanced quantitative tools to justify the overall improvements. Results indicate a significant reduction of lead time by 23.6% and a reduction in value-added time by 9%, which further improves the productivity by 4.2%. Further results of fuzzy AHP indicated 22.5% contribution of VSM and simulation in overall improvement.
  Keywords: lean manufacturing; simulation; productivity and simulation.
  
  
• Perceived customer behaviour and subjective norms as a driver of payment compliance and bank performance  
  by Adji Achmad Rinaldo Fernandes, Solimun Solimun 
  Abstract: The purpose of this research is to explain how to control customer behaviour and subjective norms in order to encourage payment compliance and improve bank performance. The path analysis method was used to examine the performance of bank X in terms of mortgages. Purposive sampling was used to collect primary data from questionnaires filled out by bank X customers. The average score method is used for measurement. According to the findings, perceived customer behaviour, subjective norms, and payment compliance variables explain 83.42% of Bank X's performance in managing customer mortgages, while variables outside the model explain the remaining 16.58%.
  Keywords: perceived customer behaviour; subjective norms; payment compliance; bank performance.
  
  
• Dealing with stress in the new normal after the onset of COVID-19: a study on public sector bank employees  
  by Shyam Ji Mehrotra, Ankit Mehrotra 
  Abstract: The paper attempts to address issues related to occupational and personal stress faced by bank employees in the new normal post-COVID-19, understand its impact on their mental and physical health, and how yoga and meditation can help them to develop self-care capabilities to manage stress in an eustress way. Structured questionnaires were used to collect first-hand data from employees working in public sector banks across India. Factor analysis was conducted on 21 statements, which led to the creation of six factors. Using the clustering method, three clusters were identified to determine the profile of employees. This was followed by impact analysis and analysis of coping mechanisms. The study found that bank employees have been mainly grappling with mental health. The study recommends employees adopt self-care tools to replace the script of fear, anxiety, depression, and insecurity with health, happiness, and joy.
  Keywords: COVID-19; stress management; bank employees; eustress; heartfulness meditation; neuroplasticity; digital detox; factor analysis; cluster analysis.
  
  
• Impact of trust in doctor caring, nurse caring and hospital administrative process on positive word of mouth: patients and attendants perceptions  
  by Firas AlOmari, Abu Bakar Hamid 
  Abstract: The proposed patients Trust-WOM model using trust in doctor caring, nurse caring and procedural process can significantly explain 76.4% of patients positive word-of-mouth, while attendants Trust-WOM model can significantly explain 38.3% of attendants positive word-of-mouth. Attendants trust in doctor services (= 0.473, P = 0.000) has more impact on positive word-of-mouth than attendants trust in procedural process (= 0.239, P = 0.000). However, attendants trust in nurse caring has no significant impact on positive word-of-mouth (= 0.027, P > 0.05). Contrary to attendants behaviour, patients trust in doctor services (= 0.469, P = 0.000), nurse caring (= 0.359, P = 0.000), and administrative processes (= 0.202, P = 0.000) have significant positive impact on word-of-mouth. The results of this study have important implications for research on healthcare management and marketing in Syrian hospitals, particularly regarding practising positive word-of-mouth and trust in healthcare services.
  Keywords: healthcare management; trust model for healthcare; patient-attendant behaviour; positive word-of-mouth; Syrian healthcare.
  
  
• TQM and hospitals performance: a conceptual paper  
  by Fahmi Natigor Nasution, Erlina Erlina, Yeni Absah, Rujiman Rujiman 
  Abstract: The aim of this paper is to explore and conceptualise the total quality management (TQM) and its relationship with hospitals' performance. There are two dimensions related to accounting subject: management accounting and management control system. From these dimensions, there are five factors or variables of TQM practices: benchmarking, hospital information system, continuous improvement, leadership, and management process. The performance is the dependent variable, which consists of efficiency, business result and satisfaction indicators. The proposed method is quantitative method with population of public hospitals owned by the government. Structural Equation Modelling (SEM) is used to analyse the data. This conceptual paper will give insights and information for future empirical studies.
  Keywords: TQM; hospital; performance.