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Understanding the Success Factors in Adopting Business Process Management Software: Case Studies


  • Vesna Bosilj Vuksic

    () (University of Zagreb, Faculty of Economics and Business, Zagreb, Croatia)

  • Ljiljana Brkic

    (University of Zagreb, Faculty of Electrical Engineering and Computing, Zagreb, Croatia)

  • Katarina Tomicic-Pupek

    (University of Zagreb, Faculty of Organization and Informatics, VaraĹždin, Croatia)


A number of studies on the successes and failures of business process management (BPM) have been conducted with the aim of identifying BPM adoption success factors. The complex and comprehensive nature of BPM has resulted in the lack of a generally accepted framework for successful BPM adoption. One general means of ensuring BPM success is through the adoption of business process management software (BPMS). The fact that there is currently no consensus as to a generally accepted definition of BPM software makes it difficult to define the criteria for its selection. There are several reasons for this: (i) the size and complexity of the field, (ii) determining business needs is not always straightforward, and (iii) the BPM software market is complex and its features and capabilities vary greatly across vendors. In this article, we examine the contextual and technical perspectives of BPMS adoption and related critical success factors (CSF). The goal of this study was to propose BPMS selection guidelines with regard to the organizational, environmental and technological CSFs of BPMS adoption, to support decision makers in selecting the right BPMS. To accomplish this, we applied a multiple-case study approach and carried out a set of interviews in companies that have fully or partly adopted BPMS. Semi-structured interviews were used to gather quantitative data for those topics that can be evaluated numerically, and qualitative contextual (organizational and environmental) CSFs relevant for BPMS adoption success.

Suggested Citation

  • Vesna Bosilj Vuksic & Ljiljana Brkic & Katarina Tomicic-Pupek, 2018. "Understanding the Success Factors in Adopting Business Process Management Software: Case Studies," Interdisciplinary Description of Complex Systems - scientific journal, Croatian Interdisciplinary Society Provider Homepage:, vol. 16(2), pages 194-215.
  • Handle: RePEc:zna:indecs:v:16:y:2018:i:2:p:194-215

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    References listed on IDEAS

    1. Glavan Ljubica, 2011. "Understanding Process Performance Measurement Systems," Business Systems Research, Sciendo, vol. 2(2), pages 25-38, January.
    2. Bai, Chunguang & Sarkis, Joseph, 2013. "A grey-based DEMATEL model for evaluating business process management critical success factors," International Journal of Production Economics, Elsevier, vol. 146(1), pages 281-292.
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    More about this item


    business process management; business process management software; critical success factors; case study; Croatia;

    JEL classification:

    • M00 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - General - - - General


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