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Business Process Management Implementation Impact on Help-Desk Processes: A Case Study in Education
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Resumo(s)
This master thesis investigates the impact of implementing Business Process Management on enhancing the maturity of process orientation within an organizational context. An extensive literature review evaluated seven maturity models based on their coverage of core BPM areas. The BPMMM was identified as the most suitable model after considering specific criteria such as the properties of models and some design principles mentioned in the Framework of general DPs for maturity models. A qualitative approach, employing the case study method, was chosen to support this research, focusing on a higher education institution in Portugal, NOVA IMS. Initial interviews with NOVA staff facilitated the development of AS-IS models and the Help Desk Process Architecture. Subsequently, a questionnaire was performed to Help Desk members to gather data for the maturity assessment, contributing to the formulation of the model. The maturity assessment placed the Help Desk area at level 2, and it was possible to comprehend the reasons for this score. TO-BE models were then developed, demonstrating how proposed changes to the Online V2 platform simplified processes, fostering interactivity, effectiveness, and efficiency. The study's findings led to several recommendations for elevating the maturity level of the area and fostering a more process-oriented approach. Moreover, considering the outputs of this empirical study, it was feasible to state that if the changes are implemented, the area would be between maturity levels 3 and 4 in a reassessment. This study significantly contributes to the theoretical understanding of BPM by explaining the BPM concept, conducting model comparisons, selecting the most suitable one, and providing insights into practical implementation within organizations. Through this master thesis, it was viable to conclude that implementing BPM significantly influences the increase in the maturity process orientation of a university's Help Desk activity processes.
Descrição
Dissertation presented as the partial requirement for obtaining a Master's degree in Data Science and Advanced Analytics, specialization in Business Analytics
Palavras-chave
Business Process Management Business Process Management Notation Process Modeling Maturity Business Process Maturity Model Help Desk Processes University SDG 4 - Quality education SDG 9 - Industry, innovation and infrastructure