1、附录一 ：英文原文 MEANS OF ACHIEVING BUSINESS PROCESS MANAGEMENT SUCCESS FACTORS Business Process Management(BPM) in recent years has become a highest priority area for most organizations. Since this concept is multidisciplinary, success in this endeavour requires considering different factors. A number of
2、studies have been conducted to identify these factors；however,most are limited to the introduction of high-level factors or to the identification of the means of success within only a specific context.This paper presents a holistic framework of success factors as well as the associated means for ach
3、ieving success.This framework introduces nine factors,namely culture, leadership,communication,Information technology,strategic alignment,people,project management, performance measurement and methodology.Each of these factors are characterized further by defining some sub-constructs and under each
4、sub construct the means for achieving success are also introduced. This framework including means for achieving success can be useful for BPM project stakeholders in adequately planning the initiative and checking the progress during the implementation. This section presents the research findings,wh
5、ich includes a detailed presentation of the BPM success factors and means framework. （ 1） Culture Culture is composed of values,beliefs,attitudes and behaviours in peoples mind that distinguish one group or category of people from another.Organizational culture provides unwritten and often unspoken
6、guidelines for how to get along in the organization.Culture can help BPM project progress by leading it to success or it can hinder the attempt. For instance,Introducing employee empowerment to hierarchical organizations would be seen with scepticism,and it would not be accepted by either managers o
7、r employees.Since,organization culture cannot be changed in a short period of time, therefore its characteristics should be seen as predecessors for success BPM project.In fact, some cultural characteristics in organizations provide suitable conditions for the success of a BPM project,as explained b
8、y the following sub constructs of Culture.Means for achieving success have been mentioned under each sub construct: （ 2） Leadership Establish transformation vision:Senior management should actively participate in setting the vision of BPM initiatives.The vision should involve management expectations
9、 from the project.The project vision should propagate to all levels of the organization.The vision should have a holistic view and consider different aspects such as importance of the employees, organization capabilities etc.The vision should be adopted with employees goals and activities.Middle man
10、agers should involve in establishing the vision；their agreement should be achieved and any issues should be resolved by open discussions. Illustrate management commitment (to the employees) clearly:Senior management should play an active role in different steps in design and implementation. Manageme
11、nt should not abandon all the responsibilities to the consultants and regenerate new teams.Management should assign high priority to the change project issues.Management should have an estimation of approximate budget and resources that the project needs and be ready to provide this.Management shoul
12、d be ready to accept the necessary organization structure change based on project requirements.Senior management should consider feedback from the organization. Establish Stability of management during project implementation:Management team should be stable during the project and senior managers sho
13、uld not be changed. If the knowledge of BPM is not sufficient in the internal organization,external consultant should be used.Management should have a good understanding of BPM concepts,success and failure factors etc.Management team should have a thorough understanding and agreement about organizat
14、ional strategic directions. Management team should have a thorough understanding and agreement about the target outcomes of the BPM initiative(s). Management team should have a thorough understanding about the role of BPM in their business strategies. （ 3） Communication Provide effective communicati
15、on channels:An adequate plan should be designed for delivering a suitable communication campaign throughout the organization.Different communication channels should be used and supported,such as；meetings,forums, medias (e.g. portal, newsletter etc.).Meetings should be open (two-sided), and employees
16、 should be able to explain their viewpoints. Consider communication with all the stakeholders:Communication between management and implementation teams should be considered.Communication between employees and management should be considered.Communication channels should be provided for receiving cus
17、tomer requirements,feedback and complaints.Communication channels should be provided for receiving partners,suppliers and other stakeholders viewpoints. Create a strong sense of trust for the employees:The project goals should be explained clearly and honestly in the organization.Information should
18、be shared in all the levels of the organization.Project ambiguities among the employees should be understood and those related aspects of the project should be explained for them to be cleared. Management should try to discover the reasons of employee fear by brainstorming and conducting open meetin
19、gs. （ 4） Information Technology Obtain a good understanding of IT:There should be a good understanding of IT capabilities within the implementation team.IT would be used for providing the information about current and future organization capabilities.Make it clear that the purposes of using IT are n
20、ot just mere automation of the current processes.Correct and suitable understanding of IT capabilities should be prepared for management.Management should be accustomed to use IT. Use IT Capabilities appropriately:IT should be used for providing an avenue of fast and accurate access to the informati
21、on and decrease the delay in information transmission.There should be a centralized database for storage and recovering the data. Use suitable IT tools and infrastructure:Employees should feel that the IT tools help them in their work.Employees should be encouraged to work with new tools.The selecte
22、d tools should not be complex,and they should be easy to learn by employees.The cost of the selected tools should be reasonable.The required tools should be selected with sufficient details and analysis about them.The transitional adoption between new IT tools and existing IT tools that are used in
23、organization should be considered. Improve IT department capabilities:IT constraints should not be considered as an obstacle for innovation and creativity in designing new processes. IT departments capability should be sufficient for supporting new tools development.New processes should be designed
24、based on the interaction between information technology and organizational processes (paying attention to the technical procedures): Information needed in new processes should determine the IT infrastructure elements,and b. identifying the IT capabilities should define some alternatives for improvem
25、ent of business processes. IT department should not have resistance to making necessary changes in legacy systems.IT department should be involved in implementing the new processes. （ 5） Methodology Use a suitable methodology:A specific documented methodology should be used for the overall implement
26、ation.The methodology should consider feasibility of process change.In the selected methodology,all the phases and steps should be designed clearly. The selected methodology should have enough attention to different aspects(e.g. people, process and technology).The selected methodology should not prevent the creativity and innovation in improving business processes. There should be suitable techniques for collecting all the stakeholders requirements (i.e. customers, partners,employee and etc.) from new revised processes. Best practices should be
