Investigating the success of operational business process management systems

Poelmans, Stephan, Reijers, Hajo A., & Recker, Jan (2013) Investigating the success of operational business process management systems. Information Technology and Management, 14(4), pp. 295-314.

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Business process management systems (BPMS) belong to a class of enterprise information systems that are characterized by the dependence on explicitly modeled process logic. Through the process logic, it is relatively easy to manage explicitly the routing and allocation of work items along a business process through the system. Inspired by the DeLone and McLean framework, we theorize that these process-aware system features are important attributes of system quality, which in turn will elevate key user evaluations such as perceived usefulness, and usage satisfaction. We examine this theoretical model using data collected from four different, mostly mature BPM system projects. Our findings validate the importance of input quality as well as allocation and routing attributes as antecedents of system quality, which, in turn, determines both usefulness and satisfaction with the system. We further demonstrate how service quality and workflow dependency are significant precursors to perceived usefulness. Our results suggest the appropriateness of a multi-dimensional conception of system quality for future research, and provide important design-oriented advice for the design and configuration of BPMSs.

Impact and interest:

6 citations in Scopus
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7 citations in Web of Science®

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ID Code: 61604
Item Type: Journal Article
Refereed: Yes
Keywords: BPM, Workflow management, Field study, Information systems success, Technology adoption, Field study, Delone and Mclean
DOI: 10.1007/s10799-013-0167-8
ISSN: 1385-951X
Subjects: Australian and New Zealand Standard Research Classification > INFORMATION AND COMPUTING SCIENCES (080000) > INFORMATION SYSTEMS (080600)
Divisions: Current > Schools > School of Information Systems
Current > QUT Faculties and Divisions > Science & Engineering Faculty
Copyright Owner: Copyright 2013 Springer Science+Business Media
Deposited On: 01 Aug 2013 03:56
Last Modified: 16 Sep 2016 10:25

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