Open process innovation: A multi-method study on the involvement of customers and consultants in public sector BPM
Open Process Innovation – drawing from the literature on Open Innovation and Business Process
Management (BPM) – promotes the study of how to systematically make use of knowledge that lies
outside of an organization’s boundaries for process innovation initiatives. Open Innovation has been
heavily studied for product innovation, however, process innovation has not yet been researched from
such perspective. Against this background, we seek to investigate into variables that impact on the
qualities of Open Process Innovation taking the example of the public sector domain. This paper
examines how personnel resource scarcity exerts influence on the involvement of i) customers (here
citizens and local companies) and ii) consultants (here management and software consultants) in
public sector BPM. Our multi-method analysis shows that personnel resource scarcity has
consequences for BPM-related collaboration schema as it restricts the involvement of customers.
Based on our findings, implications for theory and practice are discussed, including implications for
studies on BPM maturity or on business process design. We call for a governance-theory perspective
on process innovation as a fundamental basis for understanding and designing the institutions that
shape collaboration in open process innovation.
Niehaves, Bjorn, "Open process innovation: A multi-method study on the involvement of customers and consultants in public sector BPM" (2009). ECIS 2009 Proceedings. 355.