Тhe BPM in service oriented companies: expirence of Serbia

Abstract

The purpose of paper is to assess business process maturity in service companies in Serbia (according to CMMI model), to identify main drivers and challenges for business process management (BPM) practice in these companies and to propose further efforts in BPM initiatives which can be useful for practitioners and researchers on this field. Questionnaire was used as survey instrument for data collection. The research instrument was sent to 600 companies operating in Serbia Total of 61 used responses were received, out of which 34 were from service companies. The data were statistically analyzed through SPSS statistical package. Results show that for the most companies, process maturity is at the second level of CMMI model, that the main business drivers for BPM practice are productivity/efficiency improvement, and coordination and control improvement, and that the main challenges are obstacles in new technology implementation. The results suggest that BPM is a viable option for service companies to improve their operations, and paper proposes ways for companies to streamline their efforts regarding BPM