Digital Technology-Driven Business Process Redesign: A Classification Framework

Abstract

AbstractOrganizations constantly seek ways to improve their business processes. This often involves using digital technologies to enable process improvements. However, simply substituting existing technology with newer technology has limited value as compared to using the capabilities of digital technologies to introduce changes to business processes. Therefore, process analysts need to understand how the capabilities of digital technologies can be used to redesign business processes. In this paper, we conducted a systematic literature review and examined 40 case studies where digital technologies were used to redesign business processes. We identified that, within the context of business process improvement, capabilities of digitalization, communication, analytics, digital representation, and connectivity can enable business process redesign. Furthermore, we note that these capabilities enable applying nine redesign heuristics. Based on our review, we map how each capability can facilitate the implementation of specific redesign heuristics to improve a business process. Thus, our mapping can aid analysts in identifying candidate redesigns that capitalize on the capabilities of digital technologies.