Setting Up and Managing Business Process Standardization: Insights from a Case Study with a Multinational E-Commerce Firm

Business process standardization (BPS) is an important aspect of BPM that receives increasing academic and practitioner attention. But what makes BPS projects successful and how can a firm establish a sustainable BPS capability for continuous process improvements? This paper draws on a case study with a leading E-commerce company about key business and IT-actions that contribute to BPS success. Further - while so far most BPS projects were designed as "only-once" activities the paper shows how companies can enhance their BPS activities towards a "BPS competency" allowing for continuous BPS process improvements.