Which cultural values matter to business process management ? Results from a global

Purpose – Business Process Management (BPM) requires a holistic perspective that includes managing the culture of an organization to achieve objectives of efficient and effective business processes. Still, the specifics of a BPM-supportive organizational culture have not been examined so far. Thus, the purpose of our paper is to identify the characteristics of a cultural setting supportive of BPM objectives. Design/methodology/approach – We examine the constituent values of a BPM-supportive cultural setting through a global Delphi study with BPM experts from academia and practice and explore these values in a cultural value framework. Findings – We empirically identify and define four key cultural values supporting BPM, viz., customer orientation, excellence, responsibility, and teamwork. We discuss the relationships between these values and identify a particular challenge in managing these seemingly competing values. Research implications – The identification and definition of these values represents a first step towards the operationalization (and empirical analysis) of what has been identified as the concept of BPM culture, i.e. a culture supportive of achieving BPM objectives. Practical implications – Identifying these cultural values provides the basis for developing an instrument that can measure how far an existing cultural context is supportive of BPM. This, in turn, is fundamental for identifying measures towards achieving a BPM culture as a necessary, yet not sufficient means to obtain BPM success. Originality/value – We examine which cultural values create an environment receptive for BPM and, thus, specify the important theoretical construct BPM culture. In addition, we raise awareness for realizing these values in a BPM context.