Using Business Process Management to improve organisational efficiency: Evidence from a Lithuanian company

Abstract

The project at hand focused on improving the organisational efficiency of the company Cleaners by optimising a purposefully selected process in light of the specific context at play. The company's legacy process architecture was used as a foundation of the identification phase, which resulted in the selection of the "Equipment repair" process as the subject of the project. After the context of the chosen process was determined, the identification phase followed. A series of semi-structured interviews with process participants allowed to achieve the "as-is" model, which was both qualitatively and quantitatively analysed to attain a number of recommendations for the "to-be" process. These propositions were to employ more technicians (and invest more into their professional development), remove the project manager from the process (although provide visibility of its progress), establish business rules (that would diminish dependency on middle to high-level managers), partially automate certain activities, employ a DBMS, and, finally, enable cleaners to fix equipment themselves. All of the aforementioned recommendations were then incorporated into the "to-be" process model, which represents an optimal configuration of the "Equipment repair" process.