Business process management and success factors – Which success factors are the basis for a successful implementation phase of a BPM project : A qualitative case study about the success factors present in the implementation phase of a single point of contact project at the University of Agder

Abstract

The followingmaster thesis looks into the topic of business process management and the success factors present in the implementation phase.From prior research, it was discovered that there is a research gap in prior conducted research aboutsuccess factors within different phases of a BPM project.The purpose of this thesis is to add to this perceived research gap by discovering the success factorsin the implementation phase of a BPM project undertaken at the University of Agder. A literature review was first conductedto identify already existing success factors, resulting in 127 factors found. A pre-existing framework of critical success factors was re-specified and used in mappingthe identified success factors. Thisled totwo new categories being discovered, these being organizational changeand processes.The framework was used as a basis in creating our interview guide and consisted of 11 critical success factors, leadership, methodology, people, performance measurement, project management, strategic alignment, organizational change,andprocesses. Data gathering consisted of asingle explanatory case-study anda qualitative process. A total of nine individuals were interviewed through a semi-structured interview process.The chosen case study was a BPM project conducted at alarge public sector organization, the University of Agder.