Abstract

This paper identifies critical success factors and inhibitors in process improvement initiatives, such as process automation and application integration. Business processes are considered vital organizational assets and key differentiator in a global competitive environment (Seethamraju, 2010). Several business process methodologies were considered to understand the efficacy of process improvement to realise desired benefits. A combined research methodology is used to deep dive into these factors. A pragmatic analysis of the phenomenology of an end-to-end study abroad application process of an Australian university after enabling automation and application integration is presented. In addition, a supplementary analysis of case studies on how different process improvement frameworks influence or inhibit success of process improvement initiatives. Factors in the BPM capability framework were mapped to identify these critical success factors and inhibitors. The outcome of this research will introduce a model to support organisations in continuous improvement initiatives.

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