Dans cette thèse, nous nous sommes intéressés à la gestion dynamique des processus métiers. L’objectif étant de permettre d’une part, une exécution robuste qui prend en compte la dynamicité des différents éléments de processus métiers. D'autre part l’objectif est aussi de gérer les processus en prenant en compte les compétences nécessaires à leurs exécutions. Ce travail de thèse s’appuie sur l’approche BPM et plus précisément à sa phase d’exécution. Dans un monde de travail turbulent et en constante évolution, on parle souvent de modèles adaptables ou adaptatifs, de modèles qui s’enrichissent à chaque exécution et ne suivent pas un modèle structuré et prédéfini tel que le cas du BPM (Business Process Management) classique. En effet, les outils d’automatisation des processus métiers actuels ont été conçus pour fournir un soutien aux acteurs impliqués pour répondre aux questions : Qu'est-ce qui doit être fait? Qui est en charge de le faire? Quand faut-il être effectué? La plupart du temps ces systèmes sont prescriptifs. Ainsi, les acteurs impliqués ne sont pas seulement supportés, ils sont forcés à effectuer les tâches dans des séquences spécifiées. De surcroit, un processus flexible c’est un processus capable de changer que les parties qui ont besoin d'être changées tout en gardant la stabilité de ses autres parties. Dans ce contexte, parmi les approche prometteuses, l’approche orientée services offre aux entreprises une modularité permettant de remplacer facilement un composant par un autre, de le réutiliser et d’étendre son objectif en lui ajoutant un autre composant. De ce fait, dans le but de supporter l’agilité des processus métiers, nous proposons une approche combinant les trois approches suivantes : l’approche BPM, la gestion des compétences et l'approche orientée service dans un environnement social supportant le travail collaboratif. / In the modern economy, creating agile business processes is one of the conditions to obtain/ maintain competitive advantage on the market. Efficient organizations need to ensure that their business processes are flexible so that these processes can easily accommodate changes in regulations and policies. Actually, the management of business processes is supported by the BPM (Business Process Management) approach. It addresses the management, transformation and improvement of organizational operations. Yet, actual BPM does not feature the means to have a continuous adaptation of their business processes and quick adjustment of their models and resources allocation to meet changing environmental conditions. In this thesis, we aim to support the agility of business processes to ensure a continuous adaptation to changes. The agility of business processes, combined with the agility of employees and that of information technology are prerequisites for achieving business agility. To support agility at IT level, we use the SOA (Service Oriented Architecture) approach. Indeed, the SOA can provide numerous benefits to the organization, enabling it to reduce complexity and increase flexibility through their reutilization and modularity features. Moreover, resources which are important assets in successful process’s implementation are widely supported with agile organization regarded as primordial factor for successful agility implementation. For this reason, we propose an approach that combines management of processes with the required skills to their execution and to better enhance the process flexibility we combine BPM with SOA in a social environment.

The need for information in real time and the technology development has become more fast and more efficient. Companies today need to be more responsive to their customers to stay on top. Also, companies’ business processes need effective support from information technology solutions. The fit, or alignment, between the business process and the Customer Relationship Management (CRM) system design is crucial in order to leverage efforts within marketing and sales. If there is a misfit, companies do not take full advantage of the potential that CRM systems can leverage in terms of better managing relationships with customers, which in turn may result in higher rates of closed deals. The main purpose of this bachelor thesis in Information Systems is to identify and describe critical success factors influencing on the degree of alignment between a business process and a CRM system from an organisational perspective. The sub-purpose is to identify and describe the influence of process−system alignment on performance. The IT company Apica has been used as the case study company in the bachelor thesis. Apica is suitable for this study since it has already adopted a CRM system related to its sales process. A research literature-based analysis model was developed in order to be able to more precisely investigate the chosen purpose. The intention is to review critical success factors that influence the success of the process−system alignment. In the chosen qualitative approach, a semi-structured interview guide was developed, based on the analysis model. Five interviews with co-workers in the case study company were conducted. The analysis of the collected primary empirical data has led to the following conclusions. A high degree of process−system alignment concerning a well-defined and functional business process in relation to a CRM system has a positive influence on the company’s sales process performance. A higher degree of process−system alignment can improve the company’s process performance, increase the sales force productivity and lead to better decision making. According to the findings, the positive outcome of a process−system alignment depends mainly on three factors: management commitment, data management, and system integrations. The empirical results also suggests a new finding: A successfully aligned sales process with the CRM system also lead to knowledge sharing. Knowledge sharing contributes to that salespeople learn from deals made in the past. The historical data help salespeople in managing customer relationships, which may lead to shorter sales cycles and larger deal sizes, which implies increased sales.

Purpose: The purpose is to investigate and analyse the impact of intra-organizational purchasing synergy on periodic price adjustment (PPA) process. Specifically, paper provides a view on how  purchasing process synergy through an operational IT platform can increase process reengineering opportunities within PPA.  Methodology: So, to fulfil the purpose of the research, the in-depth case study approach is chosen as a strategy that goes along with exploratory nature of the study, aimed at gaining rich insights in the context in which the phenomenon happens. Findings: The findings emphasize the importance of global process standardization and balanced governance among regional affiliates in successful implementation of PPA process synergy. We also identify a set of specific process reengineering needs  in PPA such as company wide information sharing,  standardization of part specifications and cost bases, and joint world-wide cost reduction activity within global buyer community (BGC). Then it is observed that all these process reengineering initiatives will not be possible without solid and flexible IT infrastructure  to improve buyer productivity and support their further development.   Research limitations/implications: Primarily, this study was conducted on single in-depth case study which makes it difficult to completely generalize the findings. Next, there are many factors impacting intra-organizational pricing processes besides global synergy projects. In fact, regional and organizational contexts are of high importance, which are addressed but not analysed in detail in the current study.   Practical implications: Together, the findings contribute to our understanding of the step-by-step pricing activity from industrial customer perspective and how buyers can improve cost competitiveness through various tangible and commercial part cost reduction activities.   Originality/value: Current study has addressed the pricing process from industrial customer perspective. It has two main theoretical contributions: (1) Detailed step-by-step description of PPA process between OEMs and their suppliers happening after SOP; and (2) groundwork for implementation guidance on intra-organizational price revision process synergy.

The main goal of this diploma thesis is analysed of the process management and its principles in the selected company. The theoretical part is divided into few chapters where basic parts like the process, process management, monitoring, busines process improvement and others are described. The practical part includes study of process control implementation in particular company. During the analysis process management are applied analysis, observations and interviews with employees and with leadership.

This doctoral dissertation thesis has impact to holistically development extension of information systems. Thesis has impact to analytical models and its transformation methods. This thesis is focused on models Business Process Modeling Notation (BPMN) and Business Object Relational Modeling (BORM). Model BPMN is developed since 2000. Model BORM is developed since 1993 and it is older. The thesis general target was extension of holistically development of information systems. The main target was to bridge the gap between BPMN and BORM models. This thesis was inspired by Finite State Machine (FSM). The state of the art describes approaches to models transformation. In the analytical part the mathematical formula are used to describe transformation. This part is used to base for the implementation part. The implementation part contains transformation algorithm its description and verification on the case studies. Impact of developed transformation method is validated on the comparison with the other approaches. The targets were aimed and documented automated transformation calculus. The impact of automated BPMN and BORM models connection using transformation method. The result is method of automated transformation from BPMN model to BORM model using algorithm. The transformation method is based on the Mealy automaton.

Submitted by June Marques Fernandes (june.marques@gmail.com) on 2018-01-11T14:24:34Z No. of bitstreams: 1 05-Tese Doutorado June Marques Fernandes-11jan2018.pdf: 5912972 bytes, checksum: f1f62a045568184533b4f304b9275ee6 (MD5) / Approved for entry into archive by Maria Tereza Fernandes Conselmo (maria.conselmo@fgv.br) on 2018-01-11T17:15:12Z (GMT) No. of bitstreams: 1 05-Tese Doutorado June Marques Fernandes-11jan2018.pdf: 5912972 bytes, checksum: f1f62a045568184533b4f304b9275ee6 (MD5) / Made available in DSpace on 2018-01-11T17:25:57Z (GMT). No. of bitstreams: 1 05-Tese Doutorado June Marques Fernandes-11jan2018.pdf: 5912972 bytes, checksum: f1f62a045568184533b4f304b9275ee6 (MD5) Previous issue date: 2017-12-12 / As universidades e os centros de pesquisa passaram a desempenhar o papel de capitalizar o conhecimento, propiciando a geração de riqueza e o desenvolvimento social, caracterizando-se como universidades empreendedoras. Contudo, para promover a inovação tecnológica no ambiente acadêmico, observa-se a importância de estruturar um processo de planejamento de negócios tecnológicos (PPNT) que consiga contemplar aspectos sobre produto, tecnologia, transferência de tecnologia e negócios. Dessa forma como parte das contribuições deste estudo, foi realizada aintegração de três processos para consubstaciação do PPNT, são eles: i) o Processo de Planejamento Tecnológico (PPTec), que busca auxiliar na incorporação da tecnologia ao produto e na aproximação deste em relação ao mercado; ii) o Processo de Planejamento de Transferência de Tecnologia (PPTT), que consiste em uma estruturação das fases que compõem o processo de transferência de tecnologia das Universidades para o mercado; e iii) o Processo de Planejamento de Negócios (PPNeg), que corresponde às fases de desenvolvimento do negócio. Observa-se que esses processos de auxílio à gestão da inovação ainda estão envoltos em desperdícios que afetam sua efetiva operacionalização. Em termos práticos isso implica assumir maiores custos para a entrega de tecnologias e negócios ao mercado. Esse aspecto nos conduz a uma reflexão sobre a necessidade da adoção de métodos e ferramentas (denominaremos de “práticas”) orientados pelos princípios lean, em especial para o Lean Product Development (LPD) e o Lean Startup Methodology (LSM). Para responder ao problema de pesquisa proposto – qual seja, “Como as práticas do LPD e LSM contribuem para o PPNT no ambiente acadêmico?” –, foram definidos dois objetivos gerais de pesquisa: a) identificar um conjunto de práticas do LPD que contribuem para a operacionalização do PPTec; b) identificar e avaliar as contribuições das práticas LSM às fases do PPTec, do PPNeg e do PPTT. Para proceder à investigação, esta tese está organizada em quatro capítulos: (i) no capítulo 1, utilizando a pesquisa-ação, objetivou-se a caracterização do modelo de negócios de cada projeto tecnológico analisado; (ii) no capítulo 2, por meio do estudo de casos múltiplos, foi obtida a frequência com que os pesquisadores-empreendedores vivenciaram as categorias e subcategorias de desperdícios durante o desenvolvimento do PPNT, sob a perspectiva do LPD; (iii) no capítulo 3, com a revisão de literatura, foi possível identificar as práticas relacionadas ao LPD capazes de contribuir com a redução dos desperdícios vivenciados pelas equipes dos projetos em diferentes fases do PPTec; (iv) o capítulo 4, por meio da revisão de literatura e, posteriormente, da pesquisa ação, teve o objetivo de identificar e avaliar as práticas LSM capazes de contribuir para mitigar os desperdícios vivenciados pelas equipes dos projetos nas diferentes fases do PPTT e PPNeg. Como resultado da pesquisa, tem-se: 1) a caracterização do modelo de negócio dos casos analisados e a validação empírica do modelo proposto por Reis, Ladeira e Fernandes (2015); 2) uma contribuição ao arcabouço teórico sobre o LPD, na medida em que foi possível identificar as práticas LPD capazes de contribuir com a operacionalização do PPTec em suas diferentes fases, sob uma perspectiva teórica; e 3) uma contribuição ao arcabouço teórico sobre o LSM, uma vez que foram identificadas as práticas LSM capazes de contribuir na operacionalização do PPTec, PPTT e PPNeg, sob uma perspectiva prática. Como limitação da pesquisa, destaca-se que não foram confrontadas as práticas e desperdícios na etapa de ideação da tecnologia. Outra limitação reside no fato da pesquisa ter sido aplicada em somente nove projetos de base tecnológica no ambiente acadêmico. Assim, entende-se importante a ampliação do estudo para spinoffs de outros contextos (corporativos ou públicos). A pesquisa pôde contribuir com o enriquecimento e a ampliação da literatura sobre LPD, LSM e PPNT, além de auxílio ao processo de inovação tecnológica na universidade. / Universities and research centers began to play the role of capitalizing knowledge, fostering wealth generation and social development, characterizing themselves as entrepreneurial universities. However, to promote technological innovation in the academic environment, it is important to structure a Technological Business Planning Process (TBPP), whose composition is based on three pillars: (i) Technological Planning Process (TPP), that seeks to aid the incorporation of technology, (ii) the Technology Transfer Planning Process (TTPP), consisting of a structuring of all the phases that make up the process of transferring technology from universities to the market, and (iii) the Business Planning Process (BPP), that corresponds to the phases of business development. Together, these three processes comprise the Technological Business Planning Process (TBPP). The structuring of the processes of these businesses is immersed in several situations involving losses and wastes (for example: excessive waiting time, delay and rework during the development process, among others). This aspect leads us to a reflection on the need to adopt methods and tools (we will call this research as practices), guided by lean principles, especially for Lean Product Development (LPD) and Lean Startup Methodology (LSM). In order to respond to the proposed research problem, namely: “How do LPD and LSM practices contribute to PPNT in the academic environment?”, two general research objectives were defined: a) identify a set of LPD practices that contribute to the operation of the PPTec; b) to evaluate the contributions of LSM practices to the TPP, BPP and TTPP phases. In order to proceed with the research, this thesis was organized into four chapters with objectives and different methodological strategies: i) in chapter 1 using the methodological action research strategy was aimed at characterizing the business model of each technological project analyzed; ii) in chapter 2, through the multi-case study, the frequency with which the entrepreneur-researchers had experienced the waste categories and subcategories during the development of the three processes that integrate the TBPP, using the perspective of the LPD; iii) in chapter 3, based on the literature review, it was possible to identify LPD-related practices that can contribute to the reduction of waste experienced by project teams in different phases of the TPP process; iv) chapter 4, through literature review and later action research, had the objective of identifying the LSM practices that could contribute to mitigate the waste experienced by project teams in the different phases of TTPP and BPP. As a result of the research we have: 1) improvement and empirical validation of the model proposed by Reis, Ladeira and Fernandes (2015); 2) contribution to the theoretical framework on LPD, since it was possible to identify LPD practices capable of contributing to the operation of the TPP in its different phases; 3) contribution to the theoretical framework on LSM, since the LSM practices were able to contribute to the operationalization of TTPP and BPP, from a theoretical perspective. As a limitation of the research, we have not been confronted with the practices and wastes in the stage of ideation of the technology, in order to identify the contributions of the same to the initial stages of the business. In part this limitation was related to the specificities of the analyzed projects, since all had a version of its technological product. Another limitation is that the research was applied in only 9 technology-based projects in the academic environment. From this aspect it is important to expand the studies for spinoffs of corporate contexts or belonging to other programs and initiatives to encourage innovation. For the time being, this research was able to contribute to the enrichment and expansion of the literature on LPD, LSM and TBPP, as well as to present mechanisms to aid the process of technological innovation in the academic environment, and to have guided the development of the cases studied.

This study investigates to what extent "e"-communication is used successfully by Zimbabwean commercial banks. The study was done using the literature survey method and the questionnaire. The closed and open-ended questionnaires used for gathering data were administered personally by the researcher leading to 99% return rate of questionnaires. The major conclusions from this study are that "e"-communication is widely adopted by the commercial banks in Zimbabwe, examples being the use of email, statement enquiries or bill payment services. Recommendations drawn from this research are that commercial banks' top management should be committed to the establishment of more effective information systems programmes and invest substantially more in Information Technology to meet the demanding needs and expectations of customers. The study could be replicated in other sectors of business in order to strengthen the reliability and validity of the results revealed here. / Financial Accounting / M. Com. (Accounting)

Since the late eighties, BPR has established itself as one of the attractive radical change management option for coping and adapting to the new competitive market environment and become popular both in the public and private organisations throughout the world . Cognizant of this fact, all Ethiopian public (government owned) institutions including the public financial institutions have embarked on large-scale change projects since 2004 in which Business process re-engineering(BPR) is a central element . This research examined whether implementation of Business Process Reengineering (BPR) projects have improved operational performance of the selected case public commercial banks in Ethiopia by collecting and analyzing both quantitative and qualitative comprehensive data set, using mixed research approach through questionnaires, interviews, observations and review of secondary sources of information. The operational performance measures utilized in this study are cost reduction, speed of service delivery, service quality, customer satisfaction as well as innovation. A total of 837 (84% response rate) questionnaires were returned from respondents of the selected branches and head offices. In addition, in-depth interviews were conducted with eight senior managers of the respective banks, who were also members of their respective banks reform team and were involved in the design and implementation of BPR. The third method that was used to collect qualitative data was personal observation of the selected bank branches in order to measure the speed of service delivery and convenience of the waiting places. The researcher measured the service delivery time of selected busy bank branches for five consecutive days, for half an hour spent in each branch. This study found that the introduction of BPR in the case banks was met with mixed reactions from employees and some managers. The main achievements of BPR were: service delivery time reduced dramatically as a result of the new process redesign and introduction of information and communication technology services(introduction of e-banking); introducing a single customer contact point through employee empowerment to make all the necessary decisions at that point of contact which resulted in improving the satisfaction of employees and customers. The challenge was that resistance from employees and some managers (labelled the initiative as “Blood pressure raiser” due to their assumptions it will result in employee lay off or the change brings increased workloads for some remaining employees without compatible rewards following the new process redesign. The study also revealed that telecom infrastructure and power interruption considered as main problem areas in providing banking services efficiently and effectively through branch net workings. The researcher recommends that for a better BPR design and implementation as well as sustainability of improvement gains in the banking sector, a forum should be established to discuss and share good practices and technology in the banking sector ; establish strong change management offices to continuously assist and monitor results; and continuously involve and communicate key stakeholders in the design and implementation of change initiatives. / Business Management / D.B.L.

As organizações estão mais suscetíveis às mudanças e impactos do meio ambiente, e a necessidade de ações e novas formas de gerenciar é fruto das transformações que ocorreram e estão ocorrendo na última década. Os processos de negócio dentro desse cenário devem ser monitorados continuamente, e através da metodologia de Gerenciamento de Processos de Negócio é possível o controle dos processos, proporcionando iniciativas e ações que busquem integração, colaboração e automação. O processo de desenvolvimento de produtos, por ser um processo-chave para a organização, foi selecionado para pesquisa a fim de que a mesma pudesse buscar métodos ou metodologias para a melhoria do processo, visando oferecer respostas rápidas e eficientes como o mercado espera. Nesse sentido, o principal questionamento que surgiu foi qual o ciclo de processo gerenciado de desenvolvimento de produtos que mais se alinha aos objetivos estratégicos da organização, e como esse gerenciamento pode influenciar o processo no estabelecimento de metas e ações de melhoria contínua. Para responder a este questionamento, a presente pesquisa tem como objetivo principal desenvolver um modelo aplicado de gerenciamento do processo de desenvolvimento de uma determinada linha de produto alinhado aos objetivos estratégicos, em uma indústria eletroeletrônica. Para tanto, foi desenvolvida uma pesquisa de caráter exploratório em um único estudo de caso em uma indústria eletroeletrônica multinacional. O método de pesquisaação foi utilizado e combinado com uma específica metodologia de gerenciamento de processos de negócio, o qual permite descrever cada uma das fases da pesquisa ocorridas durante o redesenho do processo de desenvolvimento de novos produtos para o modelo de processo gerenciado e otimizado. Ao final da realização da pesquisa-ação, obteve-se o modelo aplicado para o gerenciamento do processo de desenvolvimento de produtos alinhados aos objetivos estratégicos da organização. As principais contribuições para a organização ficam por conta da criação de um novo processo de desenvolvimento de produto revisado, modificado, e monitorado. O processo foi alinhado aos indicadores estratégicos do balanced scorecard da organização, e os índices de maturidade de cada macroprocesso foram medidos antes e após as modificações realizadas. Para a academia, o uso do método de pesquisa-ação bem aplicado combinado com um modelo conceitual robusto e consolidado e a integração entre as metodologias do BPM, do Balanced Scorecard e dos modelos de maturidade foram as principais contribuições da presente pesquisa. / Companies are more susceptible for changes and impacts from environment and the necessity of actions and new ways to manage is one result of transformations that occurred and occurring in the last decade. Inside of this context business process should be monitoring continuously, and through the methodology of Business Process Management (BPM) is possible to control the process, providing initiatives and actions for integration, collaboration and automation. Product development process, as a keyprocess for the organization, was selected for research to found methods and methodologies for process improvement, to offer fast and efficient answers as market waits. In this direction the main question of this research is which cycle of managed process for product development is more aligned with strategically objectives of the company, and how this management can influence the process in the establishment of goals and actions of continuous improvement. To answer this question, the present research has as main goal to make a proposal of a applied model of management for the product development process, aligned with strategically objectives, in a electronic components company. For this, it was developed an exploratory research in only one case study in a multinational electronic industry. The research-action method was used and combined with a specific methodology of BPM, which allowed describing each one of the occurred phases of the research during the redesign of the product development process for the optimized and managed process model. After finished the research-action, the model applied for process management of product development process aligned with strategically objectives of the company was gotten. The main contribution for the company was a new process for product development, revised, changed and monitored. The process was aligned with strategically objectives of balanced scorecard, and the levels of maturity measured before and after changes modification. For the academy, the main contributions were the use of research-action well applied and combined with a robust and consolidated conceptual model, and the integration between methodologies of the BPM, Balanced Scorecard and Maturity Models.

This thesis aimed to assess the level of processes occurring in the selected company using the methods of process management and propose any changes. Selected company is the joint stock company SAG. In the theoretical part, the author defined the basic concepts and methods of process management, the output of the literature review. In the practical part, the analysis and evaluation processes in selected companies to identify those business processes that have priority in terms of their performance. Based on the priority business processes, subprocesses have been designed with low performance affecting a large number of critical factors, which were proposed changes to increase efficiency of these subprocesses.