IDEAS home Printed from https://ideas.repec.org/a/spr/binfse/v58y2016i1p31-42.html
   My bibliography  Save this article

The Impact of Process Visibility on Process Performance

Author

Listed:
  • Martin Berner
  • Jino Augustine
  • Alexander Maedche

Abstract

Successful monitoring is essential for managing security-critical or business-critical processes. The paper seeks to understand and empirically evaluate benefits of the BPM use case “monitor” in the context of Operations Control Centers (OCCs). OCCs create visibility about critical events and statuses in very sensitive processes. In IT Service Management (ITSM) they support the event management process with real-time monitoring and event analysis of critical systems in complex system landscapes. This special focus of OCCs on visibility is a promising context to study fundamentals of process visibility. The paper develops a Process Monitoring Benefits Framework that draws on the Situation Awareness Theory and the Theory of Constraints. The authors conceptualize process visibility and suggest that it is positively related to process performance. A multiple case study in seven organizations is carried out to examine the framework and its propositions. The case study indicates that the impact of process visibility on process performance is mediated by the situation awareness of the process participants as well as the identification of bottlenecks in processes. Moreover, factors are identified that potentially influence process visibility outcome – namely continuous improvement culture, outsourcing quality, and maturity of the software tool used for monitoring. Copyright Springer Fachmedien Wiesbaden 2016

Suggested Citation

  • Martin Berner & Jino Augustine & Alexander Maedche, 2016. "The Impact of Process Visibility on Process Performance," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 58(1), pages 31-42, February.
    • Handle: RePEc:spr:binfse:v:58:y:2016:i:1:p:31-42
    DOI: 10.1007/s12599-015-0414-0
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1007/s12599-015-0414-0
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1007/s12599-015-0414-0?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Jayashankar M. Swaminathan & Sridhar R. Tayur, 2003. "Models for Supply Chains in E-Business," Management Science, INFORMS, vol. 49(10), pages 1387-1406, October.
    2. Leidy Klotz & Michael Horman & Henry H. Bi & John Bechtel, 2008. "The impact of process mapping on transparency," International Journal of Productivity and Performance Management, Emerald Group Publishing Limited, vol. 57(8), pages 623-636, October.
    3. Kassarjian, Harold H, 1977. "Content Analysis in Consumer Research," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 4(1), pages 8-18, June.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Martin Berner & Jino Augustine & Alexander Maedche, 2016. "The Impact of Process Visibility on Process Performance," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 58(1), pages 31-42, February.
    2. Ping Josephine Xu & Russell Allgor & Stephen C. Graves, 2009. "Benefits of Reevaluating Real-Time Order Fulfillment Decisions," Manufacturing & Service Operations Management, INFORMS, vol. 11(2), pages 340-355, January.
    3. Daly, Bonita A. & Schuler, Drue K., 1998. "Redefining a certified public accounting firm," Accounting, Organizations and Society, Elsevier, vol. 23(5-6), pages 549-567.
    4. Catherine Sundling & Mats E. Nilsson & Sara Hellqvist & Leslie R. Pendrill & Ragne Emardson & Birgitta Berglund, 2016. "Travel behaviour change in old age: the role of critical incidents in public transport," European Journal of Ageing, Springer, vol. 13(1), pages 75-83, March.
    5. Sirieix, Lucie & Lála, Jan & Kocmanová, Klára, 2017. "Understanding the antecedents of consumers' attitudes towards doggy bags in restaurants: Concern about food waste, culture, norms and emotions," Journal of Retailing and Consumer Services, Elsevier, vol. 34(C), pages 153-158.
    6. Chiara Mauri & Angelo Di Gregorio & Alice Mazzucchelli & Isabella Maggioni, 2017. "The employability of marketing graduates in the era of digitalisation and globalisation," MERCATI & COMPETITIVIT?, FrancoAngeli Editore, vol. 2017(4), pages 103-124.
    7. Webinger, Mariah & Comer, Matt & Bloom, Robert, 2013. "The effect of additional guidance on fair value measurement and disclosure in illiquid or inactive markets," Research in Accounting Regulation, Elsevier, vol. 25(2), pages 220-229.
    8. Smith, Andrew N. & Fischer, Eileen & Yongjian, Chen, 2012. "How Does Brand-related User-generated Content Differ across YouTube, Facebook, and Twitter?," Journal of Interactive Marketing, Elsevier, vol. 26(2), pages 102-113.
    9. Amit V. Deokar & Omar F. El-Gayar, 2011. "Decision-enabled dynamic process management for networked enterprises," Information Systems Frontiers, Springer, vol. 13(5), pages 655-668, November.
    10. Taran Loper & Victoria L. Crittenden, 2017. "Energy Security: Shaping The Consumer Decision Making Process In Emerging Economies," Organizations and Markets in Emerging Economies, Faculty of Economics, Vilnius University, vol. 8(1).
    11. Gilliland, David I. & Rudd, John M., 2013. "Control of electronic channel affiliates: An exploratory study and research propositions," Journal of Business Research, Elsevier, vol. 66(12), pages 2650-2656.
    12. Sebastian Molinillo & Francisco Rejón-Guardia & Rafael Anaya-Sánchez, 2023. "Exploring the antecedents of customers’ willingness to use service robots in restaurants," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 167-193, March.
    13. Seno-Alday, Sandra, 2010. "International business thought: A 50-year footprint," Journal of International Management, Elsevier, vol. 16(1), pages 16-31, March.
    14. Aarti Singh & Sushil & Samarjit Kar & Dragan Pamucar, 2019. "Stakeholder Role for Developing a Conceptual Framework of Sustainability in Organization," Sustainability, MDPI, vol. 11(1), pages 1-16, January.
    15. Cristian Carini & Laura Rocca & Monica Veneziani & Claudio Teodori, 2021. "Sustainability regulation and global corporate citizenship: A lesson (already) learned?," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 28(1), pages 116-126, January.
    16. repec:jes:wpaper:y:2014:v:6:p:181-200 is not listed on IDEAS
    17. Minh Ha Nguyen & Bui Thanh Khoa, 2019. "Perceived Mental Benefit in Electronic Commerce: Development and Validation," Sustainability, MDPI, vol. 11(23), pages 1-21, November.
    18. Aurélie Ringeval-Deluze & Louis César Ndione, 2021. "Meaning of packaging and innovation dynamics in a traditional luxury sector: the example of growers’ champagne [Signification des packagings et dynamiques d’innovation dans un secteur de luxe tradi," Post-Print hal-03266127, HAL.
    19. Ki, Chung-Wha (Chloe) & Cuevas, Leslie M. & Chong, Sze Man & Lim, Heejin, 2020. "Influencer marketing: Social media influencers as human brands attaching to followers and yielding positive marketing results by fulfilling needs," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
    20. Gebreselassie, Andinet Worku, 2019. "On communicating about taboo social issues in least developed countries : The case of Ethiopia," Other publications TiSEM bb35ee74-fdd7-4220-af92-5, Tilburg University, School of Economics and Management.
    21. Alawneh, Fawzat & Zhang, Guoqing, 2018. "Dual-channel warehouse and inventory management with stochastic demand," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 112(C), pages 84-106.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:binfse:v:58:y:2016:i:1:p:31-42. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.