Business Process Change in Enterprise Systems Integration
Challenges and Opportunities
Vahid Javidroozi, Ardavan Amini, Adrian Cole and Hanifa Shah
TEE faculty, Birmingham City University, Curzon Street, Birmingham, U.K.
Keywords: Business Process Change (BPC), Enterprise Systems Integration (ESI), Business Process Reengineering
(BPR), Business Process Modelling (BPMo), BPC Challenges.
Abstract: Currently, many organisations have undertaken systems integration with the aim of improving business
performance, which potentially involves radical change in all organisational aspects, including business
processes. The aim of this research is to explore and prioritise the challenges of Business Process Change
(BPC) in Enterprise Systems Integrations (ESI) specifically focusing on two approaches that are Business
Process Reengineering (BPR) and Business Process Modelling (BPMo), as well as identify the solutions for
them. Literature review is carried out in order to explore and understand the BPC challenges of systems
integration in BPR and BPMo perspectives. Secondly, a questionnaire is deployed to gather various
industrial and academic views and compare these with findings from the literature. Then, BPC challenges
are prioritised, and relevant solutions are recommended to address those challenges. The main finding of
this research represents “minimising human Issues” as the most important BPC challenge in both areas of
BPR and BPMo in ESI and the solutions such as top-down management and people involvement are
proposed to address it.
1 INTRODUCTION
In today’s unpredictable and competitive business
environment, making timely decisions by using real-
time information is needed by organisations. This is
achieved by integration of all systems, applications,
and information, normally referred as Enterprise
Systems Integration (ESI), which includes a massive
change within the enterprise (Motwani et al., 2002).
ESI is a common term in enterprises that
prepares, updates, and treats all data related to the
business processes in one application software
which stores data once and the business processes
will use them in real time (Gulledge, 2006).
Change and improvement in all business key
drivers, including processes, people, and technology
as well as flow of information amongst them, is
required for a successful ESI. All systems,
applications, and information within the company
are used by employees (people), with a suitable
technology for enabling the business processes.
Thus, performing the business processes is the main
goal in all organisations. In addition, technology
allows people to manage Business Process Change
(BPC) for ESI (Shaw et al., 2007). Furthermore,
flow of information through all of these elements is
necessary in order to improve and run business
processes (Berente et al., 2009). Therefore, BPC that
is to analyse, redesign, and improve business
processes to achieve a competitive advantage in
performance (Harmon, 2003), plays a central role in
ESI, because “People” are BPC implementers and
“Technology” is an enabler to perform it (Xu, 2011;
Nam and Pardo, 2011).
Moreover, integration of business processes
addresses some issues in other areas of ESI. Thus,
enterprises should shift from functional-oriented to
process-oriented integration (Ramamoorthy et al.,
1992; Hvolby and Trienekens, 2010).
Nonetheless, BPC includes many challenges
such as inter-dependencies between processes,
departments, and stakeholders, complexity, and
customisation (Xu, 2011; Lodhi et al., 2013). There
are a number of tools, techniques, and approaches
for them, such as Business Process Reengineering
(BPR), Business Process Modelling (BPMo),
Business Process Management (BPM), Workflow
Management (WfM), Total Quality Management
(TQM), Six Sigma. Enterprise systems architecture
is also a pattern/tool to develop, manage, organise,
128
Javidroozi V., Amini A., Cole A. and Shah H..
Business Process Change in Enterprise Systems Integration - Challenges and Opportunities.
DOI: 10.5220/0004865201280135
In Proceedings of the 16th International Conference on Enterprise Information Systems (ICEIS-2014), pages 128-135
ISBN: 978-989-758-027-7
Copyright
c
 2014 SCITEPRESS (Science and Technology Publications, Lda.)

and map a large number of business processes,
organisational structure, and Information System
(IS) in ESI ( Rossak and Prasad, 1991; Lankhorst,
2004). However, these approaches are involved with
some challenges such as standardisation, cost,
flexibility that dispute usage and selection of them
for BPC.
This research focuses on BPR and BPMo areas,
and aims to explore and prioritise the BPC
challenges for ESI in these two areas, and identify
the solutions for them. Expected research objectives
are as follows:
 In-depth understanding of BPC challenges for ESI
in aspects of BPR and BPMo
 Exploring the current solutions for the challenges
 Prioritising the challenges and identify the most
important one(s)
The last objective of the research is actually the
research question. Prioritisation and identification of
the BPC challenges help to accurately design a
framework as well as a systematic guideline for BPC
in ESI. In order to achieve these objectives, a
combination of secondary data (literature review)
and primary data (various industrial and academic
views) are gathered through this study, which are
discussed in section 3.
Next section reviews literatures regarding BPC
challenges and solutions for ESI specifically in two
areas of BPR and BPMo.
In “Result and Discussion” section, all findings
from literature review about the challenges and
solutions for each area will be summarised. Then,
the prioritisation of them will be represented
according to the questionnaire results, and the most
important challenge(s) in both areas of BPR and
BPMo as well as the solutions for them will be
identified. These are the main contribution of this
research.
Finally, the section of “Conclusion” summarises
the main findings of the previous sections and
provides closure for the research.
2 LITERATURE REVIEW
For a successful ESI, change management must be
performed in many aspects and levels. For example,
Prencipe et al. (2005) emphasised that ESI must be
defined and executed at two levels, technical
(business processes and people) and strategic. They
have also pointed out that ESI in the past, described
it as a technology installation and a list of operations
to be performed in the company, and there was little
consideration given to process, people, and strategy.
Thus, ESI is more than technology, and an ongoing
process to bring all data involving business
processes, technology, and human capital together.
Business processes play a dominant role in order to
achieve organisation’s goal. The enhancement of
business process performance in terms of quality,
adaptability, value, sensitivity, and customer
contentment through ESI is meaningful advantage of
BPC (Motwani et al., 2002) that is carried out using
a number of tools, techniques, and approaches such
as BPR and BPMo.
2.1 BPR
BPR has been defined in different ways, which all
attempt to define it as a dramatic change within the
enterprise that causes some challenges. One of the
best definitions of BPR is described by Hammer &
Champy (1993) and is cited by many researchers
such as Terziovski et al. (2003), Weerakkody et al.
(2011), and Kassahun (2013). They stated, “BPR is a
fundamental rethinking and radical redesign of
business processes to achieve dramatic
improvements in critical contemporary measures of
performance, such as cost, quality, service, and
speed”.
2.1.1 Challenges in BPR and Their Solutions
There has been little attention to integration of BPR
and Information Systems (IS) by researchers in the
past. BPR cannot be performed accurately without
integration with IS reengineering, and the gap
between business processes and IS should be
eliminated by redesigning the legacy systems at the
beginning of BPR (Weerakkody and Currie, 2003).
One of the important challenges of BPR is the
maintenance of the reengineered business processes.
In some cases, the actual results of the BPR were not
compatible with the aim of the business process
change, because the users and employees had not
involved and had not executed the change properly.
Therefore, reengineered processes will not be
utilised for more than one year after implementation
(O’Neill and Sohal, 1999). The role of management
by “people” is clearly manifested in order to address
this challenge. Similarly, the corporate culture
change is a major challenge in BPR (Revenaugh,
1994; Puth and Walt, 2012). Moreover, Herath and
Gupta (2013) highlighted the cost as an imperative
factor in BPR implementation. Furthermore, Grover
et al. (1995) found three main challenges associated
with BPR through a survey. They are “project
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management”, “process outline”, and “minimising
human issues”. They identified change management
as one of the most significant solutions for these
challenges to implement the change properly,
sufficiently, and timely. They also believed that
technology capability is a key factor to deal with
those challenges.
In terms of human challenges related to BPR,
coordination between users and BPR activities,
involvement of the employees with the project, and
availability of the information for business people
have been suggested by O’Neill and Sohal (1999).
Moreover, the role of leaders is an important factor
to prepare organisation’s environment for the change
(Ostadi et al., 2011). In addition, Paris and Thijs
(2003) believed that people participation plays an
imperative role in addressing BPR challenges.
Furthermore, most of the researchers (e.g. Ostadi et
al., 2011; Mohapatra, 2013) have suggested a
number of BPR steps in order to implement systems
integration in a clear and capable framework. These
steps, which are preparation, map and analyse As-Is
processes, define To-Be processes, implementation,
and continuous improvement, help organisations to
reengineer business processes while minimising
difficulty.
2.2 BPMo
An adequate business process model is required for
ESI (Vernadat, 1996; Mili et al., 2010). Business
process models indicate how a business undertakes
its mission and activities and how business people
achieve their goals (Dufresne and Martin, 2003).
Therefore, BPMo is a technique in order to address
some BPC challenges such as business process
visualisation, continuous improvement, measuring
and assessing the business processes, and training.
However, many challenges also arise in BPMo
and selecting its standards and method(s) such as
flow charts, Data Flow Diagram (DFD), Control
Flow Diagram (CFD), Business Process Modelling
Notation (BPMN) (Dufresne and Martin, 2003).
2.2.1 Challenges in BPMo
Indulska et al. (2009) considered top 10 challenges
in BPMo, which have to be addressed by new
models. These challenges are value of BPMo,
support for process execution, standardisation,
support web service, management, support
alignment between business and IT stakeholders,
buy-in and sponsorship, ease of use, people
involvement, and training. As shown by the titles of
these challenges, similar to BPR, most of them are
related to people. Likewise, many of the challenges
explained by Rosemann (2006) are related to people
viewpoint. He has declared many BPMo issues,
which have been summarised by table-1. Most of
them are similar to the challenges explained by
Indulska et al (2009).
Table 1: BPMo challenges (Rosemann, 2006).
Categories of issues Issues
Strategy and
governance issues
-
Lack of Relation of process model with strategy
-
Lack of Management and governance in decision making and measuring success
-
Lack of using a model for many processes synergically
Challenges related to
Stakeholders
-
Lack of employing competent modellers
-
Employing unqualified business representatives and solution finders
-
User buy-in
Necessities and Tools
-
Reality in modelling (e.g. estimating number of models)
-
Choosing adequate modelling methodology and framework
-
Constraints of modelling tools and languages in comparison with the business features
-
Lack of Well translated business processes to models and understandability
The modelling practice
-
Lack of using an appropriate tool for drawing
-
Lack of using an adequate complementary techniques and tools
-
Lack of relevancy of the models with processes
-
Lack of feasibility and applicability of the models
-
More focus on models rather than process of modelling
-
Wrong level of details
The method of
designing model
-
Lack of well understanding the business process before modelling
-
Lack of using an appropriate modelling practice and reference models
-
Over-concentration on IT matters for implement To-Be models
Successful modelling
& maintenance
challenges
-
A successful modelling cannot guaranty the success of processes
-
Maintaining the business modelling
-
Lack of an accurate modelling measurement
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2.2.2 Solutions for the Challenges in BPMo
Developing new models and modelling tools is
essential to address business process challenges in
ESI such as structural issues, adaption,
customisation, collaboration, etc. (Lodhi et al.,
2013). Moreover, Vaziri & DeOliveira (2012) have
paid more attention to three challenges of
accessibility, applicability, and understandability,
Which are significant challenges in existing
modelling tools like EPC and ARIS. Dufresne &
Martin (2003) specified some innovative standards
& methods such as BPQL, BPMN, ebPML, BPML,
XPDL, EDOC, UML 2.0, and BPEL4SW for BPMo.
For instance, Business Process Query Language
(BPQL) addresses management and governance
challenges in BPMo. Moreover, BPMN is an easy to
use and understandable de-facto standard, which is
directly translated to BPMo Language (BPML)
(Chinosi and Trombetta, 2012).
The World Wide Web Consortium (W3C) has
defined web services to improve the success of
models. BPEL4SW developed by cooperation of
WSFL developers (IBM) and SLANG model creator
(Microsoft), is one of the web service-based
methodologies. It has addressed the lack of web
service issues in BPMo (Dufresne & Martin, 2003).
EPML is also a solution for problems of EPC and
ARIS methods in terms of compatibility with other
tools, easy to read & use, extensibility, and
syntactical rationality. In addition, EPML converts
the modelling language codes to some
understandable graphical objects by XML parser.
Touch-screen modelling tools developed by
Signavio, Apple, etc., can also address accessibility
issues in modelling tools (Vaziri & DeOliveira
2012).
3 RESEARCH METHODOLOGY
A combination of secondary data (literature review)
and primary data (questionnaire) are gathered in this
research. Secondary data have collected and
explained in section 2 to predominantly identify and
understand the BPC challenges in two areas of BPR
and BPMo during ESI, as well as available tools,
techniques, and solutions for them. These data will
be qualitatively analysed, summarised, and
represented in the next section. Academic literatures
were reviewed to gather secondary data. This helps
to collect and summarise data from discrete
investigations and combine them into a united form
of study. In addition, this aids to design and clarify
the type of questions for gathering primary data.
Significant databases are British library, online
libraries, E-books, libraries of Birmingham City
University (BCU), as well as online conference &
journal article providers like IEEE, Science Direct,
and Emeralds.
Primary data have also gathered to prioritise and
rank those challenges and identify the most
important one(s) in both approaches of BPR and
BPMo, as well as matching the best solution(s) for
them. This will be carried out by a quantitative
analysis and comparison of secondary and primary
research results in the next section. The key
challenges in each area of BPR and BPMo were
selected to be prioritised by primary research. There
was sufficient time, but no fund for gathering this
amount of primary data. Thus, questionnaire were
selected to gather primary data (Kothari, 2008).
Questionnaires were answered by people from
industry and academia. In industry, project
managers, system & business process analysts and
architects from enterprises that have already
implemented a systems integration solution for their
organisations such as Aurum Holdings and HP, as
well as ESI implementers and solution providers
such as SAP, Capgemini, and Atos were selected.
They have been accessed by Email, in forums,
workshops, and SAP SIG Conferences. In academia,
business analysts, consultants, and research experts,
who are closely involved with ESI projects in
industry, answered to the questionnaire.
The questionnaire was started with inquiry about
critical success factors in ESI. Then, it concentrated
on prioritising the BPC challenges in BPR and
BPMo in various aspects such as benefit for BPC,
size (consideration in BPC life cycle phases), and
overall impact on ESI. In total, more than 100
questionnaires were sent to the selected people and
around 35 valuable answers were returned. A simple
scoring method has also been carried out according
to the percentages of selected answers in order to
analyse and rank the questionnaire results.
4 RESULT & DISCUSSION
This section represents an analysis of collected data
from secondary and primary sources in order to
explore and prioritise the key challenges in BPR and
BPMo, and recommend some solutions for them.
4.1 BPR
Table-2 represents the key challenges in BPR that
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have been identified by previous researchers. Table-
3 also represents some of the solutions for these
BPR challenges, which are identified in the literature
review section. Most of these solutions are around
people, management, governance, appropriate
technology, and some of the challenges such as cost,
flexibility, and customisation remain unanswered or
with a few answers.
Table 2: The challenges in BPR (Literature findings).
BPR Key Challenges
1. Minimising human issues
2. Strong management
3. Maintenance of the reengineered processes
4. Minimising the cost of BPR
5. Flexibility and Customisation
6. Process outline
7. BPR and IS integration
8. Technology capability
Table 3: Solutions for BPR challenges (Literature
findings).
Solutions to address
Coordination between users & BPR activities
1, 3
Involvement of the employees with the
project
1, 3
Availability of information for business
people
1
Strong change management
1,2, 6
Selection of an adequate technology
3, 6, 8
Follow BPR steps from start to end
1, 2, 5
Project management budgeting
4
By applying these results, a questionnaire was
executed to rank these BPR issues (Table-4):
Table: 4: The questionnaire result for BPR challenges.
BPR Challenges Rank
Minimising human issues 1
Strong management 2
Integration between BPR and IS 3
Maintenance of the reengineered processes 4
Process outline 5
Technology capability 6
Minimising the cost of BPR 7
As illustrated by this table, “Minimising human
issues” is the most important challenge in BPR.
Thus, consideration of all issues related to “people”
especially users of the innovative system, should be
carried out first.
4.2 BPMo
Overall challenges in BPMo that have been explored
by literature review are illustrated by table-5.
Similar to BPR, most of these challenges are related
to “people”. Some innovative BPMo standards &
methods have been developed to address these
BPMo issues (Table-6). However, they are mostly
solutions for technical problems:
Table 5: BPMo challenges (Literature findings).
BPMo key Challenges
Value of process modelling
Relationship between model & business strategy
Support for process execution
Standardisation
Support web service
Strong management
Support business & IT stakeholders alignment
Buy-in and sponsorship
Easy to use
Selecting right method and tools for modelling
Minimising human issues
Training
Table 6: New BPMo standards & methods.
Standards,
methods & tools
Especial solution for
BPQL Management and governance issues
BPMN Easy to use & understandability
BPEL4SW Support web services
EPML
Compatibility with other tools, easy to
use, extensibility, syntactical rationality
Table 7: The Questionnaire Result for Bpmo Challenges.
BPMo Challenges Rank
Minimising human issues 1
Training 2
Standardisation 3
Support for process execution 4
Strong management 4
Easy to use 5
Value of process modelling 6
Relationship between model & business strategy 7
Selecting right method and tools for modelling 8
Support business & IT stakeholders alignment 9
Buy-in and sponsorship 10
Support web services (SOA) 11
The results of the questionnaire regarding the BPMo
related challenges and their importance level are
represented by table-7 that shows human issues such
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as “People involvement” and “Training” are the top
important challenges in BPMo.
4.3 Major Challenge
As discussed in a previous section, “minimising
human issues” is the most important challenge for
Table 8: Human issues & their solutions during BPC in
ESI.
Human issues Solutions
Culture
changing
(Revenaugh,
1994; Vaughan,
2001; Puth &
Walt, 2012)
Defining people characteristics, cultures,
and elements; define and clarify systems
integration, improve the relationship
between users, managers, etc. (Vaughan,
2001)
Commitment
(Vaughan, 2001;
Nah et al., 2004)
Involving people with the change and
allowing them to make decisions and
measure the changing process (Vaughan,
2001; Nah et al., 2001)
Acceptance
(Vaughan, 2001;
Nah et al., 2004)
Involving people with the change and
allowing them to make decisions and
measure the changing process (Vaughan,
2001; Nah et al., 2001)
Knowledge &
Skills
(Committee on
Human-System
Design Support
for Changing
Technology et
al., 2007)
Efficient & effective training (Vaughan,
2001), expert trainers (Nah et al., 2001)
Relationship
between workers
(Vaughan, 2001)
Top-Down management, Support from
management and leadership, Human
centricity and integration of all human
system fields, managing the
interdepartmental collaborations, using
communication technologies like social
networking (Zaitun and Yaacob, 2000;
Booher, 2003)
Compatibility
between people
and Technology
(Madni, 2011)
Effective selection of sources,
technologies, Evaluation and
measurement, proper training program
(Zaitun and Yaacob, 2000; Nah et al.,
2001)
Slow decision
making under
pressure (Madni,
2011)
Top-Down Management, managing the
relationship and collaboration between
decision makers, clarification of the
change process to reduce the pressure of
the change (Zaitun & Yaacob, 2000; Nah
et al., 2001; Booher, 2003)
BPR and BPMo in changing business processes
during ESI. Thus, BPC challenges from the people
perspective cannot be considered separately. It
means, the role of people is manifested from start to
end of systems integration project. Table-8
represents the significant human issues in BPC along
with some suggested solutions for them.
As illustrated in table-8, most of the success
factors for human matters in ESI have been known
by organisations and implementers since 1990s.
However, very few of them have been followed and
applied (Booher, 2003). Therefore, the crucial task
for managers and implementers is to consider these
issues and apply the solutions effectively.
5 CONCLUSIONS
Managing change in all business aspects, including
process, people, and technology is crucial during
ESI. This study concentrated on process aspect and
attempted to present BPC challenges in ESI,
specifically in two approaches of BPR and BPMo.
Moreover, the solutions for those challenges were
reviewed through this research. Then, the findings
from literature were summarised, discussed,
compared, and prioritised according to the
questionnaire results. Furthermore, “minimising
human issues” was identified as the most imperative
challenge in both approaches of BPR and BPMo,
and it was a significant contribution of this research.
This also justifies that different aspects of BPC in
ESI comprising people, process, and technology
cannot be considered separately. It means, the
challenges related to people should be considered
and addressed from start to end of ESI project.
Adequate technology should also be selected and
applied.
In conclusion, ESI and recent innovations in this
area are continuously improving. However, some
unsolved or partially resolved challenges have
remained. For instance, the cost of BPC during
systems integration is very high and it is time
consuming. In addition, flexibility and speed of
respond to continuous process change is a key
challenge in modern systems.
This research focused on BPC in two areas of
BPR and BPMo. Further research can be conducted
in other BPC techniques such as BPM, WfM, as well
as the issues related to people, technology, strategy,
and enterprise systems architecture. For example, a
potential area for further research from the people
perspective is to determine some methods to involve
the employees in all steps of the change.
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Prioritisation of the challenges in all areas of BPC
will help to accurately design a framework and a
systematic guideline for BPC in ESI and will reduce
the failure rate in ESI projects. Future research can
also be carried out to identify the ways to reduce
BPC cost.
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