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Five guidelines to improve context-aware process selection: an Australian banking perspective

Nigel Adams (Faculty of Engineering and Information Technology, School of Computing and Information Systems, The University of Melbourne, Melbourne, Australia)
Adriano Augusto (Faculty of Engineering and Information Technology, School of Computing and Information Systems, The University of Melbourne, Melbourne, Australia)
Michael J. Davern (Department of Accounting, Faculty of Business and Economics, The University of Melbourne, Melbourne, Australia)
Marcello La Rosa (Faculty of Engineering and Information Technology, School of Computing and Information Systems, The University of Melbourne, Melbourne, Australia)

Business Process Management Journal

ISSN: 1463-7154

Article publication date: 2 October 2024

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Abstract

Purpose

Selecting which processes to improve plays a critical role in the first phase of the business process management lifecycle, but it is a step with known pitfalls. Decision-makers rely on subjective criteria and their knowledge of the alternative processes put forward for selection is often inconsistent. This leads to poor quality decision-making and wastes resources. The purpose of this paper is to examine the proposition that decision-makers armed with context-enriched criteria make more logical, better-quality decisions. The context in question is qualitative, sensitive to decision-making bias and politically charged.

Design/methodology/approach

We applied a design-science approach, engaging 70 industry decision-makers through a combination of research methods to assess how different contextual configurations, in a hypothetical scenario adapted from the Australian banking industry, influenced and ultimately improved the quality of the process selection step.

Findings

The study highlights the impact of framing effects on context, and the need to adapt framing to decision-maker behavior and provides five guidelines to improve process selection effectiveness.

Originality/value

Process selection research to date has largely focused on quantitative evaluation techniques, with little attention paid to the role of context and the behavioral interplay of decision-making styles in practice.

Keywords

Acknowledgements

We thank the participants who generously gave their time and shared their thoughts to help produce this paper.

Citation

Adams, N., Augusto, A., Davern, M.J. and La Rosa, M. (2024), "Five guidelines to improve context-aware process selection: an Australian banking perspective", Business Process Management Journal, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/BPMJ-12-2023-0963

Publisher

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Emerald Publishing Limited

Copyright © 2024, Emerald Publishing Limited

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