The role of Change Management in Business Process Management Maturity Models

The role of Change Management in Business Process
Management Maturity Models
Name of the Student
Name of the University
Author’s Note

Acknowledgement
Conducting this research has been one of the most enriching experiences of my life. The
contribution of this research to enhance my knowledge base and analytical skill has been
paramount. It gave me the opportunity to face challenges in the process and overcome them. This
would not have been possible without the valuable guidance of my professors, peers and all the
people who have contributed to this enriching experience. I would like to take this opportunity to
thank my supervisor _________________________ for the constant guidance and support
provided to me during the process of this research. It would not be justified if I did not thank my
academic guides for their important and valuable assistance and encouragement throughout the
research process. I would also like to thank my friends who had provided me with help and
encouragement for collecting primary data and valuable resources. Finally, I would like to thank
the professionals from the retail industry who have participated in the research survey and
provided with valuable inputs into the subject. The support of all these people has been inspiring
and enlightening throughout the process of research in the subject.
Heartfelt thanks and warmest wishes,
Yours Sincerely,

Table of Contents
Chapter 1: Introduction....................................................................................................................4
1.1 Background.......................................................................................................................4
1.2 Rationale...........................................................................................................................5
1.3 Problem Statement............................................................................................................6
1.4 Aims, Objectives and Research questions.............................................................................6
1.5 Research Structure............................................................................................................7
Chapter 2: Literature Review...........................................................................................................9
2.1 Introduction............................................................................................................................9
2.2 Concept of Business Process Management...........................................................................9
2.3 Practices and Principles of BPM.........................................................................................10
2.4 BPM Life Cycle...................................................................................................................10
2.5 Concept of Change Management.........................................................................................13
2.6 Components of Change Management..................................................................................13
2.7 BPM Maturity Models.........................................................................................................15
2.7.1 Gartner model...............................................................................................................15
2.8 Impact of Change Management on BPM............................................................................16
2.9 Summary..............................................................................................................................16
Chapter 3: Research Methodology................................................................................................18
3.1 Introduction..........................................................................................................................18

3.2 Research Philosophy............................................................................................................18
3.3 Research Approach..............................................................................................................19
3.4 Research design...................................................................................................................20
3.5 Data Collection Methods.....................................................................................................22
3.6 Data Analysis Methods........................................................................................................22
3.7 Limitations of the study.......................................................................................................23
3.8 Ethical Considerations.........................................................................................................23
3.9 Timeline...............................................................................................................................24
3.10 Summary............................................................................................................................27
Chapter 4: Findings and Analysis..................................................................................................28
4.1 Introduction..........................................................................................................................28
4.2 Qualitative data analysis......................................................................................................28
Chapter 5: Conclusion and Recommendation...............................................................................36
Appendices....................................................................................................................................49
References......................................................................................................................................68

Abstract
This research consists of five chapters including introduction, literature review, research
methodology, Findings and analysis and conclusion and recommendations. The first chapter is
the Introduction. This chapter focuses on the basic introduction about Business process
management and change management. The purpose and problem statement has been mentioned
in this chapter. Aim, objectives and research questions have been initialized in this chapter. The
aim of the research has been analyzing impact of change management on business process
management maturity level. The literature review has been focused on the concept of the change
management and BPM. The methodology has been focused on the inductive approach and
qualitative data analysis. The Nvivo tool has been used in the study fr the analysis of the
secondary data and information.

Chapter 1: Introduction
1.1 Background
Business Process Management has been an integrated approach for managing and improving
organizational process as a development criteria in practices. Recent business processes have
been improved with the implementation of the Business process modes and change management
in the scenario. Various innovative models and theories have been discovered in the business
process management. In order to achieve business goals and objectives, these theories and
models shave been beneficial in many ways i. The initialization of the Business Process
Management has been found in Business process Reengineering (BPR) and Total Quality
Management (TQM). The background of BPM has been regarded as a management approach for
applying measures of incremental changes in the business operations ii. Developmental models in
the BPM has been helping in enriching business processes in various ways that has been
discussed in the research. Business process management has been helping in supporting business
processes using various methods and techniques for software design and controlling business
processes. Organizations in Australia have been becoming process oriented in BPM tools and
techniques for evolving BPM expertise iii. Various business owners have been and process
analysts have been providing their excellence in the development of the BPM models and
theories in the market. The use of the BM helps theirs have been gaining importance in the
market does its beneficiary techniques and business development capabilities iv. Various efforts
have been made in order to increase BM skills and knowledge among employees of several
organizations. There have been certification for the use of BPM models and theories in the
market. The ABPMP (Association of Business Process Management Professionals) has
published its own body of knowledge and offers the ―Certified Business Process Professional

(CBPP®) certification v. The ABPMP claims that their BPM core body of knowledge is
practitioner-developed and attempts to combine these perspectives recognizing BPM as both a
management discipline and a set of technologies that support managing by process.
1.2 Rationale
Business Process Model have been gaining importance in the market by various
organization. The growth of the organization have been depended on the business process
management. The management to process of the business have been helping in increasing their
values and ethics in the market. The sales and marketing of companies have been increased with
the implementation of the BPM models and theories vi. However, there has been a requirement of
change in the BPM models in order to enhance BPM theories. Change management has been an
important aspect inn order to make changes in the existing theories and models.
Organizations in Australia has been facing problems regarding changes in their
organizational strategies. According to recent survey, 15.6% of GDP has been decrease in the
overall of the country due to poor change management strategies. The emergence of the change
management in the market has been facing problems due to lack in proper strategies vii. The
change management has been described for a positive change in the business organizations.
However, there have been two sides of the scenario. 6% of the Australian companies have been
facing negative changes in their operations due to change management strategies in their
policies.
This research throws light in the proper use of the change management in order to improve
business process performances with increase in BPM maturity levels. This research study has
been focusing in the concepts of the process manage and change management in the business.
The use of BPM and change management models have been described in the study for providing

the BPM maturity level of the companies in the market. The study has been using qualitative
approach for the development of the BPM maturity levels of companies.
1.3 Problem Statement
The change management in business organization has been a key issue in the market, several
companies have not been able to modify changes according to their business process. Therefore,
BPM maturity level of the company has been going low. There has been decrease in the efficacy
of the companies in the market. The major problem has been improper implementation if
business process management theories and models in the business viii. Change management has
been a complex in an organization as al the strategies and planning have to be changed with
proper analysis ix. Therefore, useful analysis has to be done in order to make changes in an
organization. However, changes can be both negative and positive in an organization. Therefore,
most if the companies in Australia have been facing change management problems.
1.4 Aims, Objectives and Research questions
The aim of the research is to analyze impact of change management on business process
management maturity level.
Following are the objectives of the research:
 To analyze the issues faced by Australian companies due to absence of business process
management
 To improve the Gartner’s model for evaluating a company’s BPM maturity level
 To analyze implications for BPM maturity level development and use of models for
improving BPM maturity levels
Following are the research questions: