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Customer Experience Versus Process Efficiency : Towards an Analytical Framework About Ambidextrous BPM

Title data

Afflerbach, Patrick ; Frank, Leonhard:
Customer Experience Versus Process Efficiency : Towards an Analytical Framework About Ambidextrous BPM.
In: Proceedings of the 37th International Conference on Information Systems (ICIS). - Dublin, Ireland , 2016

Official URL: Volltext

Project information

Project title:
Project's official title
Project's id
Projektgruppe WI Customer Relationship Management
No information

Abstract in another language

Digitalization forces organizations to rethink classic operating models and develop completely new ways about how to run business. This revolution also spills over to the
management and design of business processes. New market transparency and the increasing interconnectedness of customers define customer satisfaction and operational
efficiency as two equal strategic objectives. Ambidextrous business process management (BPM) demands the symbiosis of exploitative BPM to ensure organizational efficiency and explorative BPM to create process designs that truly excite customers. A key challenge is to properly balance the different capabilities. Therefore, we propose an analytical framework providing an in-depth understanding about effects and interdependencies of this challenge. As justificatory knowledge, we drew from literature on value-based BPM and customer confirmation/disconfirmation paradigm to unite the different perspectives. Based on our framework, we match process and customer types to generic design principles and provide concrete guidance on the establishment of ambidextrous BPM.

Further data

Item Type: Article in a book
Refereed: Yes
Keywords: Value-based Business Process Management; Ambidextrous Business
Process Management; Business Process Redesign; Customer Satisfaction;
Customer Process Management
Institutions of the University: Faculties > Faculty of Law, Business and Economics > Department of Business Administration
Research Institutions
Research Institutions > Affiliated Institutes
Research Institutions > Affiliated Institutes > Fraunhofer Project Group Business and Information Systems Engineering
Research Institutions > Affiliated Institutes > FIM Research Center Finance & Information Management
Faculties > Faculty of Law, Business and Economics
Result of work at the UBT: No
DDC Subjects: 000 Computer Science, information, general works > 004 Computer science
300 Social sciences > 330 Economics
Date Deposited: 09 Jan 2018 13:14
Last Modified: 27 Jun 2022 06:41