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...

Purpose – The purpose of this paper is to argue that in order to achieve customer centricity through business process management (BPM), companies have to obtain the profound understanding of customers’ processes and when necessary change not only the interactions with but also the processes...

Purpose – The purpose of this paper is to foster a common understanding of business process management (BPM) by proposing a set of ten principles that characterize BPM as a research domain and guide its successful use in organizational practice. Design/methodology/approach – The...