The Impact of Business Process Management Values on Enterprise Content Management Workflow Systems Performance

Prof Doc Thesis


Abougrad, H. (2020). The Impact of Business Process Management Values on Enterprise Content Management Workflow Systems Performance. Prof Doc Thesis London South Bank University School of Business https://doi.org/10.18744/lsbu.94908
AuthorsAbougrad, H.
TypeProf Doc Thesis
Abstract

Improving an enterprise’s operations, services, policies and rules using information systems and business process management is a continuance decision-makers role. This research explores how business process management values impact on enterprise content management (ECM) workflow system performance and how business process management values can be incorporated as part of a measurement model for improving ECM workflow system performance to achieve business objectives and organisational goals.
The research focuses on establishing a set of variables for the measurement of CERT business process management values and further explores the impact of these CERT values on ECM workflow system performance. The CERT values are customer orientation (C), excellence (E), responsibility (R) and teamwork (T). These values can be applied using the three round structure of the Delphi method to validate key performance indicators, which are used to implement a performance measurement and management framework in order to measure workflow information system performance. Through this process, the current ECM workflow system performance (i.e. “Now” situation) and the desired future system performance (i.e. “Preferred” situation) can be described using a performance profile development model based on the concepts and variables of CERT values.
This thesis contributes to business practice studies, information systems literature and the informatics body of knowledge in several ways: First, it explains how CERT values can support decision-making by finding their impact on ECM workflow systems performance. Second, it formulates a performance profile development model, which is a decision-making process to measure ECM workflow systems performance. Third, it shows how to implement the research strategic procedures using Delphi’s rounds. Fourth, it demonstrates the quality of mixed methods as the research choice for this type of information systems enquiry.
The research promotes the use of the Delphi method for the implementation of such decision-making processes, the application of the performance profile development model for scientific decision studies and the analysis of the relationships between variables to recognise other key performance indicators within business process management and the performance measurement and management research contexts.

Year2020
PublisherLondon South Bank University
Digital Object Identifier (DOI)https://doi.org/10.18744/lsbu.94908
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Open
Publication dates
Print10 Sep 2020
Publication process dates
Deposited26 Jul 2023
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Related outputs

Developing the Business Process Management Performance of an Information System Using the Delphi Study Technique
Abougrad, H., Warwick, J. and Desta, A. Developing the Business Process Management Performance of an Information System Using the Delphi Study Technique. EAI International Conference on Technology, Innovation, Entrepreneurship and Education. Canterbury Christchurch Business School, Great Britain 11 - 12 Sep 2017 Cham, Switzerland Springer. pp. 195-210 https://doi.org/10.1007/978-3-030-02242-6_15