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    From business process management to customer process management

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    Publication type
    Journal article
    Author
    Trkman, Peter
    Mertens, Willem
    Viaene, Stijn
    Gemmel, Paul
    Publication Year
    2015
    Journal
    Business Process Management Journal
    Publication Volume
    21
    Publication Issue
    2
    Publication Begin page
    250
    Publication End page
    266
    
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    Abstract
    Purpose - The purpose of this paper is to argue that in order to achieve customer centricity through business process management (BPM), companies have to obtain the profound understanding of customers' processes and when necessary change not only the interactions with but also the processes of their customers. A method is presented that allows doing this in a systematic manner. Design/methodology/approach - A case study of a large multinational company was conducted. Several different sources and methods were used, including document analysis, interviews and a qualitative analysis of responses to open-ended questions. Data were gathered at three points in time: before, during and after the implementation of the presented approach. Findings - The method that was successfully employed by the case organisation consisted of combining BPM with service blueprinting, and of extending these efforts by integrating the customers' internal processes into the scope of improvement. Research limitations/implications The paper does not thoroughly evaluate the long-term effects of the proposed approach. Some results of the case study analysis had to be excluded from this paper due to reasons of confidentiality. Practical implications - The paper presents an approach for organisations to not only understand the needs of their customers but also the way in which their product is used in customers' processes. In this way BPM can be implemented in a truly customer-oriented way. Originality/value - This paper extends previous work by presenting one way in which BPM can follow up on its promise of increasing an organisations customer orientation. While servitisation has received a lot of attention in various disciplines, its application within BPM research and practice has been scarce.
    Keyword
    Operations & Supply Chain Management
    Knowledge Domain/Industry
    Operations & Supply Chain Management
    Digital Transformation
    DOI
    10.1108/BPMJ-02-2014-0010
    URI
    http://hdl.handle.net/20.500.12127/5189
    ae974a485f413a2113503eed53cd6c53
    10.1108/BPMJ-02-2014-0010
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