A design perspective on aligning process-centric and technology-centric approaches

Enterprise systems management (ESM) and business process management (BPM), although highly correlated, have evolved as alternative approaches to operational transformation. As a result, companies struggle to find the right balance when prioritising technology and processes as change drivers. The purpose of this paper is to propose a direction towards aligning the process-centric and technology-centric approaches. Using the case study method, we gain insight into two implementation projects: one of an information technology (IT) system and one of a process. We compare them using design thinking and strategic alignment theories. Based on the discussion, we assess the shortcomings of the process-centric and technology-centric approaches and argue that a conjoint design approach is required to achieve alignment between processes and technology. From a theoretical stance, this paper offers design-informed insights into the process/technology alignment discussion and points towards a closer integration of process and technology research agendas. The implications for practice include a direction towards design-time coordination of processes and IT systems.