An assessment of business processes development and their management practices in South Africa

Abstract

The aim of this research was to assess the business processes development and management practices as practiced in South Africa. This study applied a multiple case studies research strategy. It used the qualitative research method as its research approach, and used the grounded theory technique as its data analysis method. The participants were senior business processes developers from different business organisations with experience ranging from six to thirty-two years. Based on the participants' views, this study found that the need for effective and well defined business processes exist as long as business organisations exist. This is because business processes create harmony and ensure control of different actions and activities of different stakeholders internal and external to the organisation to ensure that organisations produce quality products and services that satisfy the needs of their customers (internal and external) and at the same time ensure that the vision, mission, and objectives of these organisations are achieved. This study also found that effective business processes can be developed only if the organisations apply the tested best practices and principles. Including a better understanding and mastering of the environmental factors that interact with business processes such as the vision, mission, and objectives of the organisation. The understanding and involvement of people (users and executives managers) within the organisation, the understanding of the needs and requirements of the business and its external stakeholders, the ability to select proper management framework (s) and other related tool (s) to be adapted or entirely used to develop the processes that satisfy the identified needs. It is also important to mention that this study identified the ability to establish proper measurement units (such as KPAs or KPIs) to assess the performance of business processes and proactively develop strategies to deal with challenges and quality requirements when developing and managing business processes are key activities toward successful development of business processes.