Abstract

Business process management (BPM) as a mature business operation management method has been applied by many enterprises. Its main concerns focus on solving the cross departmental communication problems. Cross-department communication is a visible symptom of the growing business problems of companies related to complexity，it is also a problem strongly related to BPM. These barriers will lead to low efficiency and poor-quality work, which is common in most organizations in China. This will bring hidden costs to the organization and even impact long-term performance. In the digital transformation age, organization ambidexterity is more important than ever to obtain short-term and long-term benefits. This case study suggests to combine the ambidextrous and hidden costs theory for outlining a collaborative network communication model (CNCM) and theory relationship model of hidden costs and ambidexterity BPM, in order to inves-tigate the effect between the cross-department communication operation structure and organiza-tional performance. This case study provided data collection by three data sources: 40 interviews of managers and employees, company records，observations over 3 months. The findings of the field study of this case are that cross-department communication operation structure has an effect on organizational performance and digital innovation. It also suggests that CNCM positively influences organizational exploration and exploitation ability. It can also alleviate cross-department communication obstacles, low efficiency, and poor-quality work.

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