Business Process Improvements in Hierarchical Organizations: A Case Study Focusing on Collaboration and Creativity

Simone Santos, Malu Xavier, Carla Ribeiro

2024

Abstract

This paper describes a case study of business process improvement (BPI) in a large and hierarchical organization in the public sector. Business Process Management (BPM) is crucial in the inevitable digital transformation of large organizations, streamlining workflows and enhancing efficiency. It involves systematic design, execution, and continuous improvement of processes, incorporating efficient activities and digital tools like automation and artificial intelligence. Despite the benefits, implementing BPM in highly hierarchical organizations poses challenges, including resistance to change and communication barriers. Thus, the paper advocates a collaborative and creative BPI approach to address these as a crucial stage of the BPM cycle. Collaboration is essential for breaking down silos and promoting a holistic BPM approach, while creativity facilitates transformative change in established norms. From several BPI methodologies available, we select and apply one called Boomerang in a collaborative workshop format. This methodology is based on a design thinking process and gamification strategy. A case study utilizing Boomerang demonstrates successful BPI by balancing established structures with innovative transformations. Still, lessons learned are identified, emphasizing the need for careful preparation of a collaborative workshop, stakeholders’ selection, a kit of artifacts to support this event, and a trained group to conduct the BPI process.

Paper Citation

in Harvard Style

Santos S., Xavier M. and Ribeiro C. (2024). Business Process Improvements in Hierarchical Organizations: A Case Study Focusing on Collaboration and Creativity. In Proceedings of the 26th International Conference on Enterprise Information Systems - Volume 2: ICEIS; ISBN 978-989-758-692-7, SciTePress, pages 721-732. DOI: 10.5220/0012697900003690

in Bibtex Style

@conference{iceis24,
author={Simone Santos and Malu Xavier and Carla Ribeiro},
title={Business Process Improvements in Hierarchical Organizations: A Case Study Focusing on Collaboration and Creativity},
booktitle={Proceedings of the 26th International Conference on Enterprise Information Systems - Volume 2: ICEIS},
year={2024},
pages={721-732},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0012697900003690},
isbn={978-989-758-692-7},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 26th International Conference on Enterprise Information Systems - Volume 2: ICEIS
TI - Business Process Improvements in Hierarchical Organizations: A Case Study Focusing on Collaboration and Creativity
SN - 978-989-758-692-7
AU - Santos S.
AU - Xavier M.
AU - Ribeiro C.
PY - 2024
SP - 721
EP - 732
DO - 10.5220/0012697900003690
PB - SciTePress