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Implementing an End-to-End BPM Framework: Achieving Operational Excellence in the Service Industry
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Orientador(es)
Resumo(s)
The merging of globalization and digitalization has transformed the modern business
landscape, creating an environment of relentless change and amplified pressure for
innovation. Digital transformation plays a critical role in enabling organizations to remain
competitive, while enhancing their operational infrastructure and revolutionizing value
creation. This context underscores the essential role of Business Process Management (BPM)
as a transformative solution that addresses an organization’s operational inefficiencies while
being aligned with its strategic goals. This project work focuses on the retail sectorparticularly a Food Delivery Company- which is projected to see substantial growth in the near
future, driven by changing consumer preferences and technological advancements. Despite
being profitable, the Portuguese chain under study faces critical operational challenges due
to outdated processes affecting supply chain management, store operations, and customer
service. By examining existing processes and organizational dynamics, this research aims to
identify improvement opportunities and propose tailored BPM strategies while utilizing a
holistic BPM framework, with the goal of enhancing the efficiency and effectiveness of its
business processes while also preparing them for future expansion, increasing
standardization, innovating, and exploring digital transformation opportunities.
Descrição
Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Information Systems and Technologies Management
Palavras-chave
Business Process Management BPM Lifecycle Digital Transformation Information Technology Retail Sector SDG 4 - Quality education SDG 8 - Decent work and economic growth SDG 9 - Industry, innovation and infrastructure SDG 11 - Sustainable cities and communities SDG 12 - Responsible production and consumption SDG 13 - Climate action SDG 17 - Partnerships for the goals