Process thinking, Process living - A case study of business process management and the set and use of performance indicators at a German manufacturing firm

Abstract: The purpose of this study is to examine types of challenges during the implementation of BPM regarding the set and use of performance indicators from a theoretical and practical perspective. Consequently, this thesis generates an understanding by illuminating reasons behind the previously found challenges. Hereby, this case study has followed a qualitative, abductive research strategy. The used primary data is obtained through open and semi-structured interviews. Data collected through documents, reports and observation have been used as support and triangulation to the interview data. The findings of this thesis point out that during the implementation of BPM with regards to the set and use of performance indicators, company/ technical and people related challenges can be found in the literature, whereas company/ technical are outbalancing people related ones. However, the results showed that from the case company perspective, people related challenges have been experienced the most. Beyond, we highlight that challenges are interrelated and influence each other and that causes can be found in: alignment of processes and indicators, balance standardization and chaos, balance tension between strategic areas on company/ technical side. Moreover, on people side causes can be found in: leadership, communication and experience. Besides the answers to our research question, we emphasize that the literature is fragmented and too simplified.