Promises from SOA : Reengineering a procurement process at Belgacom Mobile – a case study approach

Purpose – The purpose of this paper is to support the application of a combined BPM (business process management)/SOA (service‐oriented architecture) approach and contribute to the body of knowledge on the business value of SOA. Design/methodology/approach – This case study highlights the promising results of a process reengineering project at Belgacom Mobile, Belgium's largest mobile telecommunications operator. The reengineering effort centered around a key automation pillar involving in particular the optimization of the SIM card ordering process. SOA principles were applied to ensure both the flexibility of the redesigned process and its capability of dealing with newly emerging SIM card types. This case demonstrates the potential benefits of combining BPM and SOA concepts to establish IT‐enabled process innovation. Findings – In terms of performance improvement, the studied project resulted in: increased process flexibility and consistency, considerably shorter lead times, and enhanced process control. Research limitations/implications – The findings from this case study present useful insights for other companies trying to reap the benefits of combined BPM and SOA. However, the single case study approach presents some limitations to the generalizability of the proposed learning points and concepts. Some case specific features such as the sector or company size might influence the generalizability. Nevertheless, the paper rather intends to trigger conceptual thinking about IT‐enabled process innovation and an architectural approach. Originality/value – The added value of this project, which contributes to the general understanding of SOA potential for BPM, lies in its innovative approach, whereby product and process are separated by means of production process ID creation. The redesign approach thus provides a sustainable answer to the ever shortening life cycle of products and technologies. In particular process practitioners will find value in reading the learning points from this paper.