Showing papers in "Business Process Management Journal in 2017"

The mediating role of product and process innovations on the relationship between knowledge management and operational performance in manufacturing companies in Jordan

Abstract: Purpose The purpose of this paper is to investigate the effects of knowledge management (KM) on product and process innovations, as well as on operational performance (OP). In addition, the effects of product and process innovations on OP, as well as their mediating effects on the relationship between KM and OP, are also investigated. Design/methodology/approach A questionnaire-based survey was designed and used to collect data from 207 manufacturing companies operating in the Jordanian capital Amman. To assess construct validity, exploratory and confirmatory factor analyses were conducted. To test research hypotheses, the bootstrap re-sampling method was applied using Hayes’s SPSS multiple-mediator PROCESS macro. Findings The results indicate that KM has significant positive effects on product and process innovations, and OP. Process innovation was found to have a significant positive effect on OP, while product innovation was not. Furthermore, only process innovation was found to significantly mediate the KM-OP relationship. Practical implications The findings of this study provide useful insights about the role of KM in facilitating and enhancing product and process innovations, as well as OP in the surveyed manufacturing companies. An important implication concerns the roles of product and process innovations. Manufacturing companies seeking improvements in their OP are recommended to focus on process innovation rather than product innovation. While product innovation may affect other aspects of performance, such as market and financial ones, it was not found to significantly affect OP. Process innovation can also leverage KM’s contribution to manufacturing companies’ OP. Originality/value This is a pioneering study in that it developed an integrated model that depicts the interrelationships among KM, product innovation and process innovation and OP, in a developing country context.

Big data integration with business processes: a literature review

Abstract: Purpose The purpose of this paper is to improve the understanding of the integration of business process management (BPM), business process re-engineering (BPR) and business process innovation (BPI) with big data. It focusses on synthesizing research published in the period 2006-2016 to establish both what the authors know and do not know about this topic, identifying areas for future research. Design/methodology/approach The research is based on a review of 49 published papers on big data, BPM, BPR and BPI in the top journals in the field 2006-2016. Findings In this paper, the authors have identified the most influential works based on citations and PageRank methods. Through network analysis the authors identify four major clusters that provide potential opportunities for future investigation. Practical implications It is important for practitioners to be aware of the benefits of big data, BPM, BPR and BPI integration. This paper provides valuable insights for practitioners. Originality/value This paper is based on a comprehensive literature review, which gives big data researchers the opportunity to understand business processes in depth. In addition, highlighting many gaps in the current literature and developing an agenda for future research, will save time and effort for readers looking to research topics within big data and business processes.

Big data analytics: transforming data to action

Abstract: Purpose The purpose of this paper is to provide a conceptual model for the transformation of big data sets into actionable knowledge. The model introduces a framework for converting data to actionable knowledge and mitigating potential risk to the organization. A case utilizing a dashboard provides a practical application for analysis of big data. Design/methodology/approach The model can be used both by scholars and practitioners in business process management. This paper builds and extends theories in the discipline, specifically related to taking action using big data analytics with tools such as dashboards. Findings The authors’ model made use of industry experience and network resources to gain valuable insights into effective business process management related to big data analytics. Cases have been provided to highlight the use of dashboards as a visual tool within the conceptual framework. Practical implications The literature review cites articles that have used big data analytics in practice. The transitions required to reach the actionable knowledge state and dashboard visualization tools can all be deployed by practitioners. A specific case example from ESP International is provided to illustrate the applicability of the model. Social implications Information assurance, security, and the risk of large-scale data breaches are a contemporary problem in society today. These topics have been considered and addressed within the model framework. Originality/value The paper presents a unique and novel approach for parsing data into actionable knowledge items, identification of viruses, an application of visual dashboards for identification of problems, and a formal discussion of risk inherent with big data.

Digital competences of the workforce – a research topic?

Abstract: Purpose Considering working in the digital age, questions on the consequences for the individual workers are, so far, often neglected. The purpose of this paper is to deal with the question of whether the digital competences of the workforce is a research topic. The authors argue for the thesis that it is indeed a research topic. Design/methodology/approach In addition to a literature analysis of the top IS, HR, and learning publications, non-scientific sources, as well as the opinions of the authors, are included. The authors’ thesis is challenged through a debate of corresponding pros and cons. Findings The definition of digital competences lacks scientific depth. Focussing on the workforce is valid, as a “lifelong” perspective is not mandatory for research. Digital competence research is a multidisciplinary task to which the IS field can make a valuable contribution. Research limitations/implications Although relevant references are included, some aspects are mainly driven by the opinions of the authors. The theoretical implications encompass a call for a scientific definition of digital competences. Furthermore, scholars should focus on the competences of the workforce, including occupations, roles, or industries. The authors conclude by providing a first proposal of a research agenda. Practical implications The practical implications include the alignment of multiple stakeholders for the design of “digital” curricula and the integration by HR departments of the construct of digital competences, e.g. for compensation matters and job requirements. Originality/value This paper is one of very few contributions in the area of the digital competences of the workforce, and it presents a starting point for future research activities.

A big data framework for facilitating product innovation processes

Abstract: Purpose The purpose of this paper is to suggest how firms could use big data to facilitate product innovation processes, by shortening the time to market, improving customers’ product adoption and reducing costs. Design/methodology/approach The research is based on a two-step approach. First, this research identifies four potential key success factors for organisations to integrate big data in accelerating their product innovation processes. The proposed factors are further examined and developed by conducting interviews with different organisation experts and academic researchers. Then a framework is developed based on the interview outputs. The framework sets out the key success factors involved in leveraging big data to reduce lead times and costs in product innovation processes. Findings The three determined key success factors are: accelerated innovation process; customer connection; and an ecosystem of innovation. The authors believe that the developed framework based on big data represents a paradigm shift. It can help firms to make new product development dramatically faster and less costly. Research limitations/implications The proposed accelerated innovation processes demand a shift in traditional organisational culture and practices. It is, though, meaningful only for products and services with short life cycles. Moreover, the framework has not yet been widely tested. Practical implications This paper points to the vital role of big data in helping firms to accelerate product innovation processes. First of all, it allows organisations to launch new products to market as quickly as possible. Second, it helps organisations to determine the weaknesses of the product earlier in the development cycle. Third, it allows functionalities to be added to a product that customers are willing to pay a premium for, while eliminating features they do not want. Last, but not least, it identifies and then prioritises customer needs for specific markets. Originality/value The research shows that firms could harvest external knowledge and import ideas across organisational boundaries. An accelerated innovation process based on big data is characterised by a multidimensional process involving intelligence efforts, relentless data collection and flexible working relationships with team members.

Let’s stop trying to be “sexy” – preparing managers for the (big) data-driven business era

Abstract: The purpose of this paper is to analyze the inadequacies of current business education in the tackling of the educational challenges inherent to the advent of a data-driven business world. It presents an analysis of the implications of digitization and more specifically big data analytics (BDA) and data science (DS) on organizations with a special emphasis on decision-making processes and the function of managers. It argues that business schools and other educational institutions have well responded to the need to train future data scientists but have rather disregarded the question of effectively preparing future managers for the new data-driven business era.,The approach involves analysis and review of the literature.,The development of analytics skills shall not pertain to data scientists only, it must rather become an organizational cultural component shared among all employees and more specifically among decision makers: managers. In the data-driven business era, managers turn into manager-scientists who shall possess skills at the crossroad of data management, analytical/modeling techniques and tools, and business. However, the multidisciplinary nature of big data analytics and data science (BDADS) seems to collide with the dominant “functional silo design” that characterizes business schools. The scope and breadth of the radical digitally enabled change, the author are facing, may necessitate a global questioning about the nature and structure of business education.,For the sake of transparency and clarity, academia and the industry must join forces to standardize the meaning of the terms surrounding big data. BDA/DS training programs, courses, and curricula shall be organized in such a way that students shall interact with an array of specialists providing them a broad enough picture of the big data landscape. The multidisciplinary nature of analytics and DS necessitates to revisit pedagogical models by developing experiential learning and implementing a spiral-shaped pedagogical approach. The attention of scholars is needed as there exists an array of unexplored research territories. This investigation will help bridge the gap between education and the industry.,The findings will help practitioners understand the educational challenges triggered by the advent of the data-driven business era. The implications will also help develop effective trainings and pedagogical strategies that are better suited to prepare future professionals for the new data-driven business world.,By demonstrating how the advent of a data-driven business era is impacting the function and role of managers, the paper initiates a debate revolving around the question about how business schools and higher education shall evolve to better tackle the educational challenges associated with BDADS training. Elements of response and recommendations are then provided.

What does it Take to Implement Open Innovation? Towards an Integrated Capability Framework

Abstract: Purpose In a world of ever-changing corporate environments and reduced product life cycles, most organizations cannot afford anymore to innovate on their own. Hence, they open their innovation processes to incorporate knowledge of external sources and to increase their innovation potential. As the shift toward open innovation (OI) is difficult and makes many initiatives fail, the question arises which capabilities organizations should develop to successfully implement OI. As the literature encompasses mature but isolated streams on OI capabilities, there is a need for an integrated capability framework. The paper aims to discuss these issues. Design/methodology/approach This paper proposes the open innovation capability framework (OICF) that compiles and structures capabilities relevant for implementing OI. The OICF covers the outside-in and coupled processes of OI. To integrate multiple streams of the OI literature, the OICF builds on a structured literature review. The OICF was also validated in a two-step review process with OI experts from academia and industry. Findings The OICF comprises 23 capability areas grouped along the factors such as strategic alignment, governance, methods, information technology, people, and culture. To analyze the existing body of knowledge on OI capabilities, the authors compare the OICF with other OI-related capability frameworks and compile a heatmap based on the results of the literature review. The authors also discuss the experts’ feedback on individual factors of the OICF as well as on interdependencies among these factors. Practical implications The OICF provides practitioners with a structured overview of the capabilities to consider when implementing OI. Based on the OICF, practitioners can define the scope of their OI initiatives. They can use the OICF as a foundation for prioritizing, selecting, and operationalizing capability areas as well as for deriving implementation roadmaps. Originality/value The OICF is the first framework to take a holistic perspective on OI capabilities. It integrates mature but isolated research streams of OI. It helps practitioners define the scope of OI initiatives and academics gain insights into the current state of the art on OI capabilities.

A bibliographic study on big data: concepts, trends and challenges

Abstract: The purpose of paper is twofold. First, it provides a consolidated overview of the existing literature on “big data” and second, it presents the current trends and opens up various future directions for researchers who wish to explore and contribute in this rapidly evolving field.,To achieve the objective of this study, the bibliographic and network techniques of citation and co-citation analysis was adopted. This analysis involved an assessment of 57 articles published over a period of five years (2011-2015) in ten selected journals.,The findings reveal that the number of articles devoted to the study of “big data” has increased rapidly in recent years. Moreover, the study identifies some of the most influential articles of this area. Finally, the paper highlights the new trends and discusses the challenges associated with big data.,This study focusses only on big data concepts, trends, and challenges and excludes research on its analytics. Thus, researchers may explore and extend this area of research.,To the knowledge of the authors, this is the first study to review the literature on big data by using citation and co-citation analysis.

A review of service quality and service delivery: Towards a customer co-production and customer-integration approach

Abstract: The purpose of this paper is to provide researchers with an overview of the service quality and delivery domain, focussing on the inclusion of customer co-production and customer integration. Specifically, this paper concentrates on service quality (including quality measurement), the service environment, controls and their consequences.,A comprehensive review of the literature is conducted, analysed and presented.,The review shows that service delivery is both complex and challenging, particularly when considering the unique characteristics of services and the high level of customer involvement in their creation. The facilitation, transformation and usage framework identifies how failures can occur at each stage of service delivery, beginning with the characteristics of the service environment, while control theory offers insights into the formal and informal controls that may be applied in the facilitation and transformation stages, which may reduce the likelihood or extent of such failures.,Despite the fact that it is widely accepted that service quality is an antecedent to customer satisfaction, it is surprising that this customer co-creation aspect has been largely neglected in the extant literature. As such, the role that customer co-production plays in service quality performance has been examined in this paper. It is hoped that this examination will enhance both theoretical and practical understanding of service quality. It would be useful to find modern tools that can help in improving service quality performance.

The role of employee autonomy for open innovation performance

Abstract: Purpose The purpose of this paper is to examine how organisational activities that formally provide employees with work autonomy explain the performance of open innovation (OI). Design/methodology/approach The study reports the results of mediation analyses conducted on the basis of survey data from 307 firms. Findings The economic benefits of both inbound and outbound OI are fully captured only if firms provide employees with time, freedom and independence. The results show that employee autonomy fully mediates the relationship between openness and innovation sales, while the adoption of inbound OI is positively associated with the introduction of new products. Practical implications The opening of innovation induces managers to provide employees with discretion, as OI requires high levels of flexibility and experimentation. Originality/value The paper addresses theoretically and empirically the role of job design in the implementation of OI, while also distinguishing between the effects of inbound and outbound practices on innovation performance.

Assessment of the effectiveness of green practices in the management of two supply chains

Abstract: The purpose of this paper is to introduce and test a model for numerical evaluation of the effectiveness of green practices implemented in two industrial supply chains (SCs). Two real case applications were made: footwear and metal-mechanics industry.,The research method is quali-quantitative modeling. By literature review, a model based on three constructs was proposed (green strategy, green innovation, and green operations), organized in 16 categorical indicators, prioritized with analytic hierarchy process. Three practitioners of each focal companies assessed the indicators fulfilling scales (very good to very bad).,The overall performance reached 51 and 57 percent, respectively of the maximum possible. The indicators that most jeopardized the performance were complexity management and communication, barriers to green supply chain management, green products, and green market (first case) and innovation in processes, and green market (second case).,The model cannot be generalized or extended to other SCs. Further refinement and testing are required.,Managers and practitioners can improve the eco-efficiency of SC, focusing on the green practices that should be prioritized in greening strategies for the entire chain.,Improvement of eco-efficiency is positively correlated with corporate social responsibility.,The model can produce a numerical overall value that represents the level or degree of implementation of green practices in the context of a SC management.

Effects of supply chain agility on profitability

Abstract: Purpose The purpose of this paper is to identify factors affecting agile supply chain and evaluate the effect of these factors on profitability. To that end, after reviewing the theoretical foundations of this field, the authors identified the factors affecting supply chain agility and profitability and provided an appropriate conceptual model to measure and verify this relationship. Design/methodology/approach A 48-item questionnaire was prepared and distributed among 270 members of staff and managers of the company from which 240 questionnaire were completed and returned. The response rate was 88 percent. Using exploratory factor analysis (EFA), 37 indicators were selected and redundant questions were excluded. Results were analyzed using the structural equation modeling technique, and the relationships between factors were obtained and the impact of each supply chain agility factor on profitability was determined and prioritized. Findings Through EFA, the indicators related to each supply chain agility factor and profitability were extracted and using the literature, supply chain agility indicators were classified in four factors of speed, responsiveness, competency and flexibility and the indicators related to profitability in one factor, and confirmatory factor analysis (CFA) was conducted accordingly. The CFA results showed that all four factors are significantly associated with profitability, and flexibility has the greatest impact on profitability, and speed has minimal impact on profitability. Research limitations/implications As this study has been done in the context of Iran, cautious should be taken to generalize the results. Originality/value Other studies have examined the effect of agility on business performance and the relationship between them but this study, by providing a comprehensive set of supply chain agility evaluation criteria and indicators and considering all its dimensions, intends to identify the factors affecting supply chain agility and evaluate and determine the effects of these factors on profitability and examine if supply chain agility affects profitability.

BPM governance: a literature analysis of performance evaluation

Abstract: Purpose The purpose of this paper is to collect data and select a bibliographic portfolio (BP) of the literature on the performance evaluation of business process management (BPM) governance, in order to highlight studies aligned with business process governance, and with scientific recognition and its bibliometric parameters. Design/methodology/approach The research method is qualitative and the process of identification, selection, and analysis of the articles in the BP took place through evaluation and interpretation by the authors of this research. Regarding data collection, this research used primary data in the selection of the BP, and secondary data when the authors analyzed the articles. Findings The paper selects a set of 19 articles with scientific recognition and aligned with the research topic, which refers to the performance evaluation of BPM governance. This set is called the BP, and highlights and contains the most often present journals, articles, authors, and keywords found in the search performed by the authors. Originality/value This research uses thorough procedures for the selection process that differ from traditional procedures: the selection process is structured in a way that allows checking of each research stage; the research topic is fragmented into many areas of study and the search is carried out simultaneously in all these areas; and the researchers interact with the search process and as they expand their learning they adjust the search direction.

Modelling information flow and sharing matrix for fresh food supply chains

Abstract: Despite much research on supply chain (SC) integration and the growing emphasis on recent information technology advancements as an enabler of improved performance, there has been limited research focussed specifically on information integration in supply chains (SCs). The purpose of this paper is to systematically review the literature on information integration in the fresh food supply chain (FFSC) from a holistic perspective.,Literature review is done by systematically collecting and analysing the recent literature to identify various participant entities of the FFSC information network and their specific information needs.,The information needs of FFSC entities are diverse but the needs are common across multiple entities.,This study only reviewed the FFSC-related literature; an extended study of the food industry may reveal a more comprehensive view.,These findings are useful for practitioners in understanding the participant entities in the information network and their information needs and for policymakers in formulating FFSC development initiatives.,The authors are not aware of another study that investigates the FFSC in a holistic approach, one that identifies the actors, their interactions and information needs.

Supporting decision-making in service supplier selection using a hybrid fuzzy extended AHP approach: A case study

Abstract: Purpose Service supplier selection is a multi-criteria decision-making (MCDM) problem assuming a strategic role for the competitiveness of high-tech manufacturing companies. Nevertheless, especially for service quality evaluation, there is little empirical evidence of the practical usefulness of MCDM methodologies. Aiming to cover this gap between theoretical approaches and empirical applications, the purpose of this paper is to propose a fuzzy extended analytic hierarchy process (FEAHP) approach for service supplier evaluation. Design/methodology/approach A hybrid approach which combines some of the strengths of the analytic hierarchy process (AHP) and of the fuzzy set theory is presented, as organized into five steps. A case study is used to evaluate the applicability in a real company context. Findings The usability of the approach is demonstrated in an aerospace company for solving the supplier selection problem of a business software whose applications are still in infancy: a Test Data Management System (TDMS). The illustrative application contains both “general” criteria to be used for other service supplier selection contexts as well as service-specific criteria related to software selection. Research limitations/implications Even if the application regards the selection of a software supplier, the methodology can be generically extended to other services’ selection in complex manufacturing industries through the personalization of some criteria. Practical implications Implications can be derived both for business managers involved into the decision-making process and for suppliers identifying the most promising features of software quality. Originality/value The originality consists in the combination into a hybrid approach of the strong points of the AHP with the fuzzy set; the inclusion of multiple perspectives of decision criteria for service supplier selection, basically the “software product” and “supplier” ones; a real empirical application to test and demonstrate the efficacy and the practical utility of the proposed approach.

Open innovation: on the influence of internal and external collaboration on degree of newness

Abstract: Purpose The purpose of this paper is to test the effect of internal and external collaboration on the degree of newness (incremental/radical) in innovation projects. This adds to the understanding of the particular patterns of open innovation (OI) and what characterizes the innovation emerging through this approach. Design/methodology/approach Tests are performed on the effect of internal and external collaboration on the degree of newness (incremental/radical) in innovation projects. This adds to the understanding of the particular patterns of OI and what characterizes the innovation emerging through this approach. The empirical analysis is based on a data set including responses from 512 Danish engineers. Findings The results show that external collaboration has significantly different effects on the degree of newness depending on the type of external partners involved, and they also show that radical innovation output is positively related to involving the R&D department (internal) and universities (external involvement) and negatively related to involving suppliers. Originality/value The results provide a more detailed understanding of how different OI patterns affect the development of incremental vs radical innovation in existing organizations. In particular, three findings add new insights into how OI affects innovation to reach the highest degree of newness: high importance of collaboration with external partners with distinct interests and skills; low reliance on existing customers and suppliers for the development of radical innovation; and narrow and focused internal involvement rather than broad internal involvement.

Examining the factors influencing knowledge management system (KMS) adoption in small and medium enterprises SMEs

Abstract: The potential for the adoption of a knowledge management system (KMS) is becoming a crucial matter in small and medium enterprises (SMEs); however, there is a scarcity of studies related to KMS adoption in SMEs. Therefore, the purpose of this paper is to advance further our understanding of the factors that influence the KMS adoption process among SMEs.,The collected sample size was 247 respondents. For statistical analysis, Smart partial least square (PLS) (a structural model-based tool) was used to build, run and validate the process model. PLS regression techniques were used to analyze the latent constructs. Smart PLS exhibits both the measurement model and the structural model.,The results indicate that knowledge management capabilities, knowledge sharing, organizational learning capabilities and IT capabilities are the significant factors which influence KMS adoption. This study also identifies some unexpected results.,The number of responses obtained from the survey was rather small. However, a larger number of responses would probably have resulted in a more accurate finding. Additionally, this study should be verified via a larger sample to increase its generalization.,The result of this study will provide SMEs with valuable guidelines to better understand what factors should be considered as highly important and thus providing decision makers and managers with valuable insights to increase the adoption level of KMSs.,The study addresses the research gap by developing and empirically validating a research model of KMS adoption from a different perspective that incorporates critical issues which have never been simultaneously examined.

Does big data analytics influence frontline employees in services marketing

Abstract: Purpose Big data analytics (BDA) helps service providers with customer insights and competitive information. It also empowers customers with insights about the relative merits of competing services. The purpose of this paper is to address the research question, “How does big data analytics enable frontline employees (FLEs) in effective service delivery?” Design/methodology/approach The research develops schemas to visualise service contexts that potentially benefit from BDA, based on the literature drawn from BDA and FLEs streams. Findings The business drivers for BDA and its level of maturity vary across firms. The primary thrust for BDA is to gain customer insights, resource optimisation and efficient operations. Innovative FLEs operating in knowledge intensive and customisable settings may realise greater value co-creation. Practical implications There exists a considerable knowledge gap in enabling the FLEs with BDA tools. Managers need to train, orient and empower FLEs to collaborate and create value with customer interactions. Service-dominant logic posits that skill asymmetry is the reason for service. So, providers need to enhance skill levels of FLEs continually. Providers also need to focus on market sensing and customer linking abilities of FLEs. Social implications Both firms and customers need to be aware of privacy and ethical concerns associated with BDA. Originality/value Knitting the BDA and FLEs research streams, the paper analyses the impact of BDA on service. The research by developing service typology portrays its interplay with the typologies of FLEs and BDA. The framework portrays the service contexts in which BD has major impact. Looking further into the future, the discussion raises prominent questions for the discipline.

Past, present and future of contact centers: a literature review

Abstract: Contact centers (CCs) are one of the main touch points of customers in an organization. They form one of the inputs to customer relationship management (CRM) to enable an organization to efficiently resolve customer queries. CCs have an important impact on customer satisfaction and are a strategic asset for CRM systems. The purpose of this paper is to review the current literature on CCs and identify their shortcomings to be addressed in the current digital age.,The current literature on CCs can be classified into the analytical and the managerial aspects of CCs. In the former, data mining, text mining, and voice recognition techniques are discussed, and in the latter, staff training, CC performance, and outsourced CCs are discussed.,With the growth of information and communication technologies, the information that CCs must handle both in terms of type and volume, has changed. To deal with such changes, CCs need to evolve in terms of their operation and public relations. The authors present a state-of-the-art review of the challenges in identifying the gaps in order to have the next generation of CCs. Lack of an interactive CC and lack of data integrity for CCs are highlighted as important issues that need to be dealt with properly by CCs.,As far as the authors know, this is the first paper that reviews CCs’ literature by providing the comprehensive survey, critical evaluation, and future research.

E-grocery supply chain management enabled by mobile tools

Abstract: The purpose of this paper is to study mobile services for supply chain management (SCM) in the electronic grocery (e-grocery) sector. The authors investigate their diffusion and formulate policies in order to stimulate the adoption.,A System Dynamics model is proposed for a short fresh food supply chain (SC). The model predicts how product traceability, mobile payment, and time-based delivery management functionalities contribute to the adoption of a SCM mobile application.,The three services drive the diffusion of the application. A high level of real time information brings decreased inventory levels and more frequent order placing, leading to an increased number of logistics transactions managed by the mobile application and growth in the associated revenue for the service provider company.,The proposed study fosters research on overcoming the barriers that prevent integration, collaboration, and better visibility in e-grocery SCs.,This work constitutes a roadmap to identify the key enabling factors of e-grocery expansion.,This is one of the few contributions focussing on increasing the efficiency of e-grocery SCs by applying management strategies supported by mobile devices.

Measuring the impact of relational capital on customer performance in the SME B2B sector: The moderating role of absorptive capacity

Abstract: Purpose The purpose of this paper is to investigate the influence that different components of relational capital (marketing capability, open innovation with business and scientific partners, technological reputation, brand) have on customer performance (CP) Moreover, the moderating effect of absorptive capacity on such relationships is tested Design/methodology/approach First, the direct relationship between the different components of relational capital and CP is analyzed through a linear regression model Then, to test the moderating effect, two distinct regression analyses are conducted into two sub-samples, defined according to the level of absorptive capacity The authors carried out these analyses on a sample of 150 small- and medium-sized enterprises (SMEs) in the medium- and high-tech B2B context Findings Results of this study prove that CP is enhanced through firm marketing capability, open innovation with business partners and technological reputation, while brand and open innovation with scientific partner do not have an association with CP In particular, the impact of marketing capability and open innovation with business actors on CP is greater for firms with higher absorptive capacity Research limitations/implications This paper, highlighting the relevance of relational capital and absorptive capacity in improving CP, enhances our knowledge about the factors that help to strengthen the relationships with customers, which is an under-investigated issue especially for SMEs competing in B2B industries, and extends our knowledge on open innovation practices Practical implications Findings of this paper suggest that, to achieve better CP, managers should pay special attention to nurturing their marketing capability and high-quality relationships with external actors and invest in absorptive capacity to enhance the positive effect of such linkages Originality/value This work, combining the external perspective of relational capital and the internal organizational dimension of absorptive capacity, provides valuable insights about the knowledge and resource mix that firms might rely on to achieve better customer satisfaction and loyalty

ERP benefits capability framework: orchestration theory perspective

Abstract: ERP benefits can be classified as automation, planning and innovation benefits. This research aims to answer two research questions: (1) what are the ERP resources and organizational complementary resources (OCRs) required to achieve each group of benefits? and (2) on the basis of its resources, when should an organization invest more in ERP resources and/or OCRs so that the potential value of its ERP is realised? Evidence from studying 12 organizations in different countries and validating the results with 8 consultants has been drawn upon to develop the ERP Benefits Realisation Capability Framework, showing (1) that each group of benefits requires ERP resources (classified into features, attached technologies and IT department competences) and OCRs (classified into practices, attitudes, culture, skills and organizational characteristics) and (2) that leaping ahead to gain innovation benefits before being mature enough in realising a firm’s planning and automation capabilities could be a waste of time and effort. This research can be used as a benchmark for designing the various blueprints required to achieve different groups of benefits from ERP investments.

Exploring the dynamic capabilities required for servitization: The case process industry

Abstract: Purpose The purpose of this paper is to examine what kinds of capabilities are required by process industry companies as they move toward servitization. The authors proceed in two steps. First, the authors explore the capabilities needed in servitization with a qualitative multiple case study. Second, the authors link the identified capabilities to the servitization steps that were derived from prior literature. Design/methodology/approach Based on earlier servitization literature, the authors build a five-step servitization model for industrial companies. Then, drawing on the empirical study consisting of three focus group sessions with three case companies and 20 interviews in 14 case companies, the authors identify 14 servitization capabilities and link them to the servitization steps. Findings The study reveals how dynamic capabilities are required in servitization. In contrast to operational capabilities, which are geared toward enabling firms to make a living in the present, dynamic capabilities extend or modify operational capabilities in response to market changes. Based on the empirical study, the authors were able to identify dynamic capabilities for all five steps of servitization: identification of current services and customer needs, determination of a service strategy, creation of new business models and pricing logics, improvements in capabilities, and, ultimately, management services as a separate function. Research limitations/implications The current study is exploratory in nature and the number of empirical observations is limited to 14 industrial companies operating in the process industry. Practical implications Most importantly, in servitization, companies need dynamic capabilities to transform their operating capabilities in sales and marketing as well as in quantifying and communicating the value created for customers. Originality/value The study is the first one to make a link between the capabilities needed and the various stages of servitization and also the first to study the specific context of process industry companies.

Automated competitor analysis using big data analytics: Evidence from the fitness mobile app business

Abstract: Purpose Competitor analysis is a key component in operations management. Most business decisions are rooted in the analysis of rival products inferred from market structure. Relative to more traditional competitor analysis methods, the purpose of this paper is to provide operations managers with an innovative tool to monitor a firm’s market position and competitors in real time at higher resolution and lower cost than more traditional competitor analysis methods. Design/methodology/approach The authors combine the techniques of Web Crawler, Natural Language Processing and Machine Learning algorithms with data visualization to develop a big data competitor-analysis system that informs operations managers about competitors and meaningful relationships among them. The authors illustrate the approach using the fitness mobile app business. Findings The study shows that the system supports operational decision making both descriptively and prescriptively. In particular, the innovative probabilistic topic modeling algorithm combined with conventional multidimensional scaling, product feature comparison and market structure analyses reveal an app’s position in relation to its peers. The authors also develop a user segment overlapping index based on user’s social media data. The authors combine this new index with the product functionality similarity index to map indirect and direct competitors with and without user lock-in. Originality/value The approach improves on previous approaches by fully automating information extraction from multiple online sources. The authors believe this is the first system of its kind. With limited human intervention, the methodology can easily be adapted to different settings, giving quicker, more reliable real-time results. The approach is also cost effective for market analysis projects covering different data sources.

Big data in the Danish industry: application and value creation

Abstract: Purpose The development within storage and processing technologies combined with the growing collection of data has created opportunities for companies to create value through the application of big data. The purpose of this paper is to focus on how small and medium-sized companies in Denmark are using big data to create value. Design/methodology/approach The research is based on a literature review and on data collected from 457 Danish companies through an online survey. The paper looks at big data from the perspective of SMEs in order to answer the following research question: to what extent does the application of big data create value for small and medium-sized companies. Findings The findings show clear links between the application of big data and value creation. The analysis also shows that the value created through big data does not arise from data or technology alone but is dependent on the organizational context and managerial action. A holistic perspective on big data is advocated, not only focusing on the capture, storage, and analysis of data, but also leadership through goal setting and alignment of business strategies and goals, IT capabilities, and analytical skills. Managers are advised to communicate the business value of big data, adapt business processes to data-driven business opportunities, and in general act on the basis of data. Originality/value The paper provides researchers and practitioners with empirically based insights into how the application of big data creates value for SMEs.

Achieving innovation through supplier collaboration: the role of the purchasing interface

Abstract: Purpose The purpose of this paper is to analyze the contribution of suppliers and the purchasing department in affecting a firm’s ability to innovate. Design/methodology/approach The paper develops a theoretical framework (tested through an international survey on a sample of 524 companies) grounded on the resource-based view theory, innovation management and operations management literature. Findings The results show that innovation is positively affected by supplier collaboration, which in turn is favored by purchasing absorptive capacity. Empirical evidence also shows that purchasing status and innovation objectives enable the development of greater absorptive capacity. Research limitations/implications Because of the survey approach, the research results are limited to the data collected. Researchers are encouraged to verify propositions with complementary methodologies (e.g. case studies). Practical implications The findings confirm the relevant role of the purchasing interface in innovation as well as the positive impact of supplier collaboration, contributing both to existing literature and managerial practice in terms of successful collaborative new product development (NPD) processes. Originality/value The study integrates three different research fields (innovation, operations, and purchasing management), providing a synergistic vision on the topic and considering, as a unit of analysis, the purchasing category level (rather than the NPD project level).

Spreadsheets for business process management: Using process mining to deal with “events” rather than “numbers”?

Abstract: Purpose Process mining provides a generic collection of techniques to turn event data into valuable insights, improvement ideas, predictions, and recommendations. This paper uses spreadsheets as a metaphor to introduce process mining as an essential tool for data scientists and business analysts. The purpose of this paper is to illustrate that process mining can do with events what spreadsheets can do with numbers. Design/methodology/approach The paper discusses the main concepts in both spreadsheets and process mining. Using a concrete data set as a running example, the different types of process mining are explained. Where spreadsheets work with numbers, process mining starts from event data with the aim to analyze processes. Findings Differences and commonalities between spreadsheets and process mining are described. Unlike process mining tools like ProM, spreadsheets programs cannot be used to discover processes, check compliance, analyze bottlenecks, animate event data, and provide operational process support. Pointers to existing process mining tools and their functionality are given. Practical implications Event logs and operational processes can be found everywhere and process mining techniques are not limited to specific application domains. Comparable to spreadsheet software widely used in finance, production, sales, education, and sports, process mining software can be used in a broad range of organizations. Originality/value The paper provides an original view on process mining by relating it to the spreadsheets. The value of spreadsheet-like technology tailored toward the analysis of behavior rather than numbers is illustrated by the over 20 commercial process mining tools available today and the growing adoption in a variety of application domains.

Explorative learning strategy and its impact on creativity and innovation: An empirical investigation among ICT-SMEs

Abstract: Purpose The purpose of this paper is to examine the structural relationships among explorative learning strategy, improvisational creativity, compositional creativity, and innovation in information and communication technology small- and medium-sized enterprises (ICT-SMEs). Design/methodology/approach In total, 213 valid questionnaires from SMEs’ top management positions were evaluated to investigate the proposed model of the research empirically. As a methodological approach, partial least square (PLS) path modeling approach, a variance-based structural equation modeling was employed. Findings The statistical results imply that explorative learning has a positive impact on improvisational creativity and innovation while improvisational creativity has a positive influence on compositional creativity and innovation as well. Compositional creativity and innovation are also positively associated. Surprisingly, improvisational creativity mediates the relationship between explorative learning and innovation. Furthermore, PLS-multi group analysis reveals that heterogeneity exists in the collected data and number of employees is a moderating variable. The results of the research indicate that companies with number of employees between 51 and 100 are more creative and innovative in comparison with other groups. On the other hand, the positive relationship between explorative learning and compositional creativity was not supported in this research. Originality/value This study is one of the few research works in the realm of examining the structural relationship among explorative learning strategy, improvisational creativity, compositional creativity, and innovation in ICT-SMEs, regarding the number of employees as a moderating variable.

Big data analytics and business process innovation

Abstract: Emerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services. Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation.

Building excellence through the Agile Reengineering Performance Model (ARPM): A strategic business model for organizations

Abstract: The purpose of this paper is to build a theoretic and practical framework, based on agile project management, to support the decision-making process in order to help companies in optimizing the reengineering production processes and improve management costs.,This paper seeks to propose an agile Reengineering Performance Model (ARPM) for managing projects of reengineering of processes and applies it in a real case study concerning a water bottling plant.,The proposed model should serve as a valuable tool to facilitate a successful business process reengineering design in the project management and intends to assist companies as they operate projects of transferring and optimizing production lines. Thanks to the use of ARPM tools, it is easy to modify the evolution of the project, with the possibility of extending or enhancing the application if necessary.,The main limits of the ARPM model are: it requires close collaboration among team; it is rather intense for developers; and it is necessary flexibility to change course as needed and to ensure delivery of the right product.,The main implications of the authors’ work for research and business are to propose a structured methodological approach, rigorous but simple, suitable to implement in any companies.,The novelty of the approach is to apply the agile approach not for software development but in a manufacturing company.