How to cite this paper
Tukiran, M., Susilowati, E., Sari, N., Amalia, N & Leonard, T. (2025). Business process automation: A case study on quality management systems implementation.Uncertain Supply Chain Management, 13(4), 637-650.
Refrences
Ahmad, R. (2023). Feasibility Study of Process Flow Efficiency Using Value Stream Mapping and Simulation Applications. International Journal of Productivity and Quality Management, 1(1). https://doi.org/10.1504/ijpqm.2023.10061543
Al-Diabat, B. F. (2022). Customer Relationship Management and Customer Loyalty: Examining the Mediating Role of Business Process Management. Uncertain Supply Chain Management, 10(4), 1103-1110. https://doi.org/10.5267/j.uscm.2022.9.002
Al-Jarrah, M. F. M., Hailat, K. Q., & Jarah, B. A. F. (2023). Total Quality Management and Its Role in Improving Customer Relations in Jordanian Islamic Banks. Uncertain Supply Chain Management, 11(1), 119-126. https://doi.org/10.5267/j.uscm.2022.11.003
Alhaqbani, A. M., Reed, D. M., Savage, B., & Ries, J. (2016). The Impact of Middle Management Commitment on Improvement Initiatives in Public Organisations. Business Process Management Journal, 22(5), 924-938. https://doi.org/10.1108/bpmj-01-2016-0018
Álvarez, M., Jaca, C., Viles, E., & Colomer, A. (2012). Quality Management in Hotels in the Basque Country. International Journal of Quality and Service Sciences, 4(1), 51-60. https://doi.org/10.1108/17566691211219724
Andrade, J., Mendes, L., & Lourenço, L. (2015). Perceived Psychological Empowerment and Total Quality Management-Based Quality Management Systems: An Exploratory Research. Total Quality Management & Business Excellence, 28(1-2), 76-87. https://doi.org/10.1080/14783363.2015.1050166
Arantes, M. C., Santos, S. F. d., & Simão, V. G. (2023). Process Management: Systematic Review of Determining Factors for Automation. Business Process Management Journal, 29(3), 893-910. https://doi.org/10.1108/bpmj-09-2022-0460
Arias, M., Saavedra, R., Marques, M., Muñoz-Gama, J., & Sepúlveda, M. (2018). Human Resource Allocation in Business Process Management and Process Mining. Management Decision, 56(2), 376-405. https://doi.org/10.1108/md-05-2017-0476
Azad, N., & Ahmadi, F. (2015). The Customer Relationship Management Process: Its Measurement and Impact on Performance. Uncertain Supply Chain Management, 3(1), 43-50. https://doi.org/10.5267/j.uscm.2014.9.002
Basana, S. R. (2024). The Impact of SCM Integration on Business Performance Through Information Sharing, Quality Integration and Innovation System. Uncertain Supply Chain Management, 12(1), 435-448. https://doi.org/10.5267/j.uscm.2023.9.008
Benzaquen, J. (2024). Quality in Peruvian Service Companies in the Context of COVID-19. Uncertain Supply Chain Management, 12(1), 291-306. https://doi.org/10.5267/j.uscm.2023.9.021
Benzaquen, J., & Charles, V. (2020). A Stratified Bootstrapping Approach to Assessing the Success of TQM Implementation in Peruvian Companies. Total Quality Management & Business Excellence, 33(1-2), 178-201. https://doi.org/10.1080/14783363.2020.1816165
Blasco-Torregrosa, M., Perez‐Bernabeu, E., Palacios-Guillem, M., & Gisbert-Soler, V. (2019). How Do Firms Integrate Management Systems? A Comparative Study. Total Quality Management & Business Excellence, 32(7-8), 777-793. https://doi.org/10.1080/14783363.2019.1635447
Bolton, R. N., McColl‐Kennedy, J. R., Cheung, L., Gallan, A., Orsingher, C., Witell, L., & Zaki, M. (2018). Customer Experience Challenges: Bringing Together Digital, Physical and Social Realms. Journal of Service Management, 29(5), 776-808. https://doi.org/10.1108/josm-04-2018-0113
Bondarenko, S. (2024). Quality Management of Business Processes in the Context of Achieving Sustainable Development of Fashion Industry Enterprises. Management, 37(1), 94-105. https://doi.org/10.30857/2415-3206.2023.1.9
Bowen, D. E. (2024). An Organizational Behavior/Human Resource Management Perspective on the Roles of People in a Service Organization Context: Frameworks and Themes. Journal of Service Management, 35(1), 1-21. https://doi.org/10.1108/josm-10-2023-0424
Bruccoleri, M., Pietrosi, A., & Scaccianoce, A. (2023). Artificial Intelligence to Counteract “KPI Overload” in Business Process monitoring: The Case Of anti-Corruption in Public Organizations. Business Process Management Journal, 29(4), 1227-1248. https://doi.org/10.1108/bpmj-11-2022-0578
Castelló, J., Llach, J., & Vila, R. d. C. (2017). Evidence for Quality Management Systems Being Instrumental in Improving Supplier Performance: The Case of the Wind Power Sector. International Journal of Productivity and Quality Management, 22(4), 427. https://doi.org/10.1504/ijpqm.2017.087862
Comas, A. S. (2023). A Framework for Best Organisational Practices, From Implementation to Certification in Quality Management Systems. International Journal of Productivity and Quality Management, 40(4), 453-468. https://doi.org/10.1504/ijpqm.2023.135881
Cope, D. G. (2015). Case Study Research Methodology in Nursing Research. Oncology Nursing Forum, 42(6), 681-682. https://doi.org/10.1188/15.onf.681-682
Cosenz, F. (2017). Supporting Start-Up Business Model Design Through System Dynamics Modelling. Management Decision, 55(1), 57-80. https://doi.org/10.1108/md-06-2016-0395
Dahlgaard, J. J., & Anninos, L. (2022). Quality, Resilience, Sustainability and Excellence: Understanding LEGO’s Journey Towards Organisational Excellence. International Journal of Quality and Service Sciences, 14(3), 465-485. https://doi.org/10.1108/ijqss-12-2021-0183
Flyvbjerg, B. (2006). Five Misunderstandings About Case-Study Research. Qualitative Inquiry, 12(2), 219-245. https://doi.org/10.1177/1077800405284363
Garza-Reyes, J. A. (2018). A Systematic Approach to Diagnose the Current Status of Quality Management Systems and Business Processes. Business Process Management Journal, 24(1), 216-233. https://doi.org/10.1108/bpmj-12-2016-0248
Ghosh, S., & Lever, K. (2020). A Lean Proposal: Development of Value Stream Mapping for l'Oreal's Artwork Process. Business Process Management Journal, 26(7), 1925-1947. https://doi.org/10.1108/bpmj-02-2020-0075
Gremyr, I., Lenning, J., Elg, M., & Martín, J. (2021). Increasing the Value of Quality Management Systems. International Journal of Quality and Service Sciences, 13(3), 381-394. https://doi.org/10.1108/ijqss-10-2020-0170
Guerreiro, S. (2020). Conceptualizing on Dynamically Stable Business Processes Operation: A Literature Review on Existing Concepts. Business Process Management Journal, 27(1), 24-54. https://doi.org/10.1108/bpmj-02-2020-0072
Gunawan, R. R. (2024). The Role of Supplier-Buyer Relationship in Enhancing Business Performance Through Supply Chain Management Practice, Total Quality Management Implementation and Product Innovation. Uncertain Supply Chain Management, 12(4), 2463-2478. https://doi.org/10.5267/j.uscm.2024.5.022
Heckmann, C. S., & Maedche, A. (2018). IT Ambidexterity for Business Processes: The Importance of Balance. Business Process Management Journal, 24(4), 862-881. https://doi.org/10.1108/bpmj-04-2016-0078
Herzallah, A., Gutiérrez, L., & Rosas, J. F. M. (2013). Total Quality Management Practices, Competitive Strategies and Financial Performance: The Case of the Palestinian Industrial SMEs. Total Quality Management & Business Excellence, 25(5-6), 635-649. https://doi.org/10.1080/14783363.2013.824714
Hussain, S., Alsmairat, M. A., Al-Ma’aitah, N., & Almrayat, S. (2023). Assessing Quality Performance Through Seven Total Quality Management Practices. Uncertain Supply Chain Management, 11(1), 41-52. https://doi.org/10.5267/j.uscm.2022.12.002
Irhirane, E. H., Dakkak, B., & Ouchama, S. (2023). Impact of Leadership on the Performance of Moroccan Companies Certified ISO 9001: 2015. International Journal of Productivity and Quality Management, 1(1). https://doi.org/10.1504/ijpqm.2023.10058318
Irhirane, E. H., Ouchama, S., & Dakkak, B. (2022). Benefits of the Changes of ISO 9001:2015 on the Organizational Performance. International Journal of Productivity and Quality Management, 1(1), 1. https://doi.org/10.1504/ijpqm.2022.10045306
Jabnoun, N. (2019). A Proposed Model for Sustainable Business Excellence. Management Decision, 58(2), 221-238. https://doi.org/10.1108/md-06-2018-0691
Kao, Y. L., & Chen, C.-F. (2016). Antecedents, Consequences and Moderators of Ambidextrous Behaviours Among Frontline Employees. Management Decision, 54(8), 1846-1860. https://doi.org/10.1108/md-05-2015-0187
Kim, P. B., Lee, G., & Jang, J.-C. (2017). Employee Empowerment and Its Contextual Determinants and Outcome for Service Workers. Management Decision, 55(5), 1022-1041. https://doi.org/10.1108/md-02-2016-0089
Kitsios, F., & Grigoroudis, E. (2020). Evaluating Service Innovation and Business Performance in Tourism: A Multicriteria Decision Analysis Approach. Management Decision, 58(11), 2429-2453. https://doi.org/10.1108/md-09-2019-1326
Klun, M., & Trkman, P. (2018). Business Process Management – At the Crossroads. Business Process Management Journal, 24(3), 786-813. https://doi.org/10.1108/bpmj-11-2016-0226
Kowalkowski, C. (2023). Digital Service Innovation in B2B Markets. Journal of Service Management, 35(2), 280-305. https://doi.org/10.1108/josm-12-2022-0403
Krajcsák, Z. (2018). Successes of Quality Management Systems Through Self-Evaluation and Commitment in Different Organizational Cultures. Management Decision, 56(7), 1467-1484. https://doi.org/10.1108/md-09-2017-0870
Kuhlang, P., Hempen, S., Sihn, W., & Deuse, J. (2013). Systematic Improvement of Value Streams - Fundamentals of Value Stream Oriented Process Management. International Journal of Productivity and Quality Management, 12(1), 1. https://doi.org/10.1504/ijpqm.2013.054860
Kurdi, B. A., Alzoubi, H. M., Alshurideh, M. T., Alquqa, E. K., & Hamadneh, S. (2023). Impact of Supply Chain 4.0 and Supply Chain Risk on Organizational Performance: An Empirical Evidence From the UAE Food Manufacturing Industry. Uncertain Supply Chain Management, 11(1), 111-118. https://doi.org/10.5267/j.uscm.2022.11.004
Lagrosen, Y., Travis, F., & Lagrosen, S. (2012). Brain Integration as a Driver for Quality Management Success. International Journal of Quality and Service Sciences, 4(3), 253-269. https://doi.org/10.1108/17566691211269576
Lameijer, B. A., Mast, J. d., & Ronald, J. M. M. D. (2017). Lean Six Sigma Deployment and Maturity Models: A Critical Review. Quality Management Journal, 24(4), 6-20. https://doi.org/10.1080/10686967.2017.12088376
Lanke, A., Ghodrati, B., & Lundberg, J. (2016). Production Improvement Techniques in Process Industries for Adoption in Mining: A Comparative Study. International Journal of Productivity and Quality Management, 19(3), 366. https://doi.org/10.1504/ijpqm.2016.079781
Laurenza, E., Quintano, M., Schiavone, F., & Vrontis, D. (2018). The Effect of Digital Technologies Adoption in Healthcare Industry: A Case Based Analysis. Business Process Management Journal, 24(5), 1124-1144. https://doi.org/10.1108/bpmj-04-2017-0084
Lenning, J. (2018). Auditing of Explorative Processes. Total Quality Management & Business Excellence, 29(9-10), 1185-1199. https://doi.org/10.1080/14783363.2018.1487605
Lestari, F., Kurniawan, R., Ismail, K., & Hamid, A. B. A. (2020). Supply Chain Relationship in a Downstream Sector. Uncertain Supply Chain Management, 423-438. https://doi.org/10.5267/j.uscm.2019.10.002
Li, C., & Mukherjee, A. (2021). Two Economically Optimized Nonparametric Schemes for Monitoring Process Variability. Quality and Reliability Engineering International, 37(5), 1939-1955. https://doi.org/10.1002/qre.2838
Lilja, J., Hansen, D., Fredrikson, J., & Richardsson, D. (2017). Is Innovation the Future of Quality Management? International Journal of Quality and Service Sciences, 9(3/4), 232-240. https://doi.org/10.1108/ijqss-03-2017-0024
Lim, A.-F. (2024). Enhancing Organizational Citizenship Behaviour: Role of Collectivism in Soft Total Quality Management. Management Decision, 62(3), 765-787. https://doi.org/10.1108/md-04-2023-0485
Luck, L., Jackson, D., & Usher, K. (2006). Case Study: A Bridge Across the Paradigms. Nursing Inquiry, 13(2), 103-109. https://doi.org/10.1111/j.1440-1800.2006.00309.x
Lycke, L., & Tano, I. (2017). Building Quality Culture in Higher Education. International Journal of Quality and Service Sciences, 9(3/4), 331-346. https://doi.org/10.1108/ijqss-04-2017-0033
Majanoja, A. M., Linko, L., & Leppänen, V. (2017). Global Corrective Action Preventive Action Process and Solution: Insights at the Nokia Devices Operation Unit. International Journal of Productivity and Quality Management, 20(1), 29. https://doi.org/10.1504/ijpqm.2017.080691
Maldonado, M. U., Leusin, M. E., Thiago Carrano de Albuquerque, B., & Vaz, C. R. (2020). Similarities and Differences Between Business Process Management and Lean Management. Business Process Management Journal, 26(7), 1807-1831. https://doi.org/10.1108/bpmj-09-2019-0368
Martí-Ballester, C. P., & Simon, A. (2017). Union Is Strength. Management Decision, 55(1), 81-102. https://doi.org/10.1108/md-09-2015-0414
Meyer, C., Cohen, D., & Nair, S. (2020). From Automats to Algorithms: The Automation of Services Using Artificial Intelligence. Journal of Service Management, 31(2), 145-161. https://doi.org/10.1108/josm-05-2019-0161
Nabhani, F., Uhl, C., Kauf, F., & Shokri, A. (2018). Supply Chain Process Optimisation via the Management of Variance. Journal of Management Analytics, 5(2), 136-153. https://doi.org/10.1080/23270012.2018.1424571
Nadali, S., Zarifi, S. F., & Shirsavar, H. R. (2017). Identifying and Ranking the Supply Chain Management Factors Influencing the Quality of the Products. Uncertain Supply Chain Management, 43-50. https://doi.org/10.5267/j.uscm.2016.8.001
Naldos, N., & Alfredo, L. (2020). Relationship Between Quality Management Practices, Performance and Maturity Quality Management, a Contingency Approach. Quality Management Journal, 27(4), 215-228. https://doi.org/10.1080/10686967.2020.1809582
Nataly Inêz Fernandes dos, S., & Renan Felinto de Farias, A. (2023). Individuals' Attitudes About Organizational Change: Relationship Between BPM And resistance to Change. Business Process Management Journal, 29(2), 413-429. https://doi.org/10.1108/bpmj-08-2022-0385
Nguyen, T.-M., & Malik, A. (2021). A Two‐Wave Cross‐Lagged Study on AI Service Quality: The Moderating Effects of the Job Level and Job Role. British Journal of Management, 33(3), 1221-1237. https://doi.org/10.1111/1467-8551.12540
Oberle, L. J. (2023). How to Build Responsive Service Processes in German Banks: The role of Process Documentation and the Myth of Automation. Business Process Management Journal, 29(2), 578-596. https://doi.org/10.1108/bpmj-11-2022-0573
Osvaldo Braz dos Santos, M. (2023). Robotic Process Automation and Artificial Intelligence Capabilities Driving Digital Strategy: A resource-Based View. Business Process Management Journal, 30(1), 105-134. https://doi.org/10.1108/bpmj-08-2022-0409
Otheitis, N., & Kunc, M. (2015). Performance Measurement Adoption and Business Performance. Management Decision, 53(1), 139-159. https://doi.org/10.1108/md-02-2014-0108
Para‐González, L., Jiménez, D. J., & Martínez‐Lorente, Á. R. (2016). Do Total Quality Management and the European Foundation for Quality Management Model Encourage a Quality-Oriented Human Resource Management System? International Journal of Productivity and Quality Management, 17(3), 308. https://doi.org/10.1504/ijpqm.2016.074863
Pimentel, L., & Major, M. (2015). Key Success Factors for Quality Management Implementation: Evidence From the Public Sector. Total Quality Management & Business Excellence, 27(9-10), 997-1012. https://doi.org/10.1080/14783363.2015.1055239
Pirmanta, P., Tarigan, Z. J. H., & Basana, S. R. (2021). The Effect of ERP on Firm Performance Through Information Quality and Supply Chain Integration in Covid-19 Era. Uncertain Supply Chain Management, 9(3), 659-666. https://doi.org/10.5267/j.uscm.2021.5.004
Prashar, A. (2018). TQM as Business Strategy: A Meta-Analysis Review. International Journal of Productivity and Quality Management, 23(1), 74. https://doi.org/10.1504/ijpqm.2018.10009280
Ramesh, N., & Ravi, A. (2013). TQM Tools and Techniques in Promoting Team Working Culture in the Manufacturing Organisations. International Journal of Productivity and Quality Management, 12(4), 466. https://doi.org/10.1504/ijpqm.2013.056777
Rashid, Y., Rashid, A., Warraich, M. A., Sabir, S., & Waseem, A. (2019). Case Study Method: A Step-by-Step Guide for Business Researchers. International Journal of Qualitative Methods, 18, 160940691986242. https://doi.org/10.1177/1609406919862424
Rejikumar, G., Sreedharan, V. R., & Saha, R. (2019). An Integrated Framework for Service Quality, Choice Overload, Customer Involvement and Satisfaction. Management Decision, 59(4), 801-828. https://doi.org/10.1108/md-12-2018-1354
Sandelowski, M. (2010). “Casing” the Research Case Study. Research in Nursing & Health, 34(2), 153-159. https://doi.org/10.1002/nur.20421
Santhose, M., Senthil, V., Devadasan, S. R., & Balakrishnan, K. (2019). Emergence of ISO 9001:2015 Standard and Its Linkage With World Class Manufacturing Strategies. International Journal of Productivity and Quality Management, 1(1), 1. https://doi.org/10.1504/ijpqm.2019.10028684
Santos, F., Pereira, R., & Vasconcelos, J. B. d. (2019). Toward Robotic Process Automation Implementation: An End-to-End Perspective. Business Process Management Journal, 26(2), 405-420. https://doi.org/10.1108/bpmj-12-2018-0380
Schlegel, D. (2024). How to Conduct Successful Business Process Automation Projects? An Analysis of Key Factors in the Context of Robotic Process Automation. Business Process Management Journal, 30(8), 99-119. https://doi.org/10.1108/bpmj-06-2023-0465
Shahid, S., Becker, A., & Kundi, Y. M. (2021). Do Reputational Signals Matter for Nonprofit Organizations? An Experimental Study. Management Decision, 60(6), 1645-1661. https://doi.org/10.1108/md-12-2020-1670
Sharma, P., Kong, T. T. C., & Kingshott, R. (2016). Internal Service Quality as a Driver of Employee Satisfaction, Commitment and Performance. Journal of Service Management, 27(5), 773-797. https://doi.org/10.1108/josm-10-2015-0294
Solnet, D., Subramony, M., Ford, R. C., Golubovskaya, M., Kang, H.-T., & Hançer, M. (2019). Leveraging Human Touch in Service Interactions: Lessons From Hospitality. Journal of Service Management, 30(3), 392-409. https://doi.org/10.1108/josm-12-2018-0380
Soltani, M., Aouag, H., & Mouss, M. D. (2019). Enhancement of the Competitiveness and the Financial Capability of a Manufacturing Process Through a New Value Stream Mapping Approach. International Journal of Productivity and Quality Management, 1(1), 1. https://doi.org/10.1504/ijpqm.2019.10019484
Standardization, I. O. f. (2015). Quality management systems—Requirements (ISO Standard No. 9001:2015). https://www.iso.org/obp/ui/en/#iso:std:iso:9001:ed-5:v1:en
Suddaby, R. (2006). From the Editors: What Grounded Theory is Not. Academy of Management Journal, 49, 633-642.
Taylor, R., & Thomas-Gregory, A. (2015). Case Study Research. Nursing Standard, 29(41), 36-40. https://doi.org/10.7748/ns.29.41.36.e8856
Thao, T. D., & Tu, D. M. (2021). The Effect of Different Factors on Intention to Apply Total Quality Management System in Petroleum and Liquefied Gas Enterprises in Vietnam: The Role of the Leader’s Personality. Uncertain Supply Chain Management, 9(4), 949-956. https://doi.org/10.5267/j.uscm.2021.7.006
Vogus, T. J., McClelland, L. E., Lee, Y. S., McFadden, K. L., & Hu, X. (2021). Creating a Compassion System to Achieve Efficiency and Quality in Health Care Delivery. Journal of Service Management, 32(4), 560-580. https://doi.org/10.1108/josm-05-2019-0132
Walsham, G. (2006). Doing interpretive research. European Journal of Information Systems, 15(3), 320-330. https://doi.org/10.1057/palgrave.ejis.3000589
Wiśniewska, M., & Szczepańska, K. (2013). Quality Management Frameworks Implementation in Polish Local Governments. Total Quality Management & Business Excellence, 25(3-4), 352-366. https://doi.org/10.1080/14783363.2013.791107
Yadav, N., & Heriyati, P. (2023). Fallacy of Continual Improvement in the Longitudinal Study of ISO 9001 and IATF 16949 Standards. International Journal of Productivity and Performance Management, 73(3), 700-718. https://doi.org/10.1108/ijppm-12-2021-0716
Yang, Y., Yan, J., Jia, F., & Chen, L. (2022). The Impact of Supplier Instability on Corporate Social Responsibility Performance Over the Firm Lifecycle: A Social Systems Theory Perspective. British Journal of Management, 34(3), 1259-1281. https://doi.org/10.1111/1467-8551.12651
Yiu, L. M. D., Lam, H. K., & Yeung, A. C. (2020). Process Institutionalization Crowds Out Innovativeness an Empirical Analysis on the Relationships Between ISO 9000 Adoption and R&D Expenditure. International Journal of Productivity and Quality Management, 1(1), 1. https://doi.org/10.1504/ijpqm.2020.10037449
Ylä-Kujala, A., Kedziora, D., Metso, L., Kärri, T., Happonen, A., & Piotrowicz, W. (2023). Robotic Process Automation Deployments: A Step-by-Step Method to Investment Appraisal. Business Process Management Journal, 29(8), 163-187. https://doi.org/10.1108/bpmj-08-2022-0418
Zebec, A. (2024). Creating AI Business Value Through BPM Capabilities. Business Process Management Journal, 30(8), 1-26. https://doi.org/10.1108/bpmj-07-2023-0566
Zhang, M., & Geng, R. (2019). Empowerment in Service Recovery: The Role of Self-Regulation Process of Frontline Employee. Management Decision, 58(5), 828-843. https://doi.org/10.1108/md-10-2018-1073
Al-Diabat, B. F. (2022). Customer Relationship Management and Customer Loyalty: Examining the Mediating Role of Business Process Management. Uncertain Supply Chain Management, 10(4), 1103-1110. https://doi.org/10.5267/j.uscm.2022.9.002
Al-Jarrah, M. F. M., Hailat, K. Q., & Jarah, B. A. F. (2023). Total Quality Management and Its Role in Improving Customer Relations in Jordanian Islamic Banks. Uncertain Supply Chain Management, 11(1), 119-126. https://doi.org/10.5267/j.uscm.2022.11.003
Alhaqbani, A. M., Reed, D. M., Savage, B., & Ries, J. (2016). The Impact of Middle Management Commitment on Improvement Initiatives in Public Organisations. Business Process Management Journal, 22(5), 924-938. https://doi.org/10.1108/bpmj-01-2016-0018
Álvarez, M., Jaca, C., Viles, E., & Colomer, A. (2012). Quality Management in Hotels in the Basque Country. International Journal of Quality and Service Sciences, 4(1), 51-60. https://doi.org/10.1108/17566691211219724
Andrade, J., Mendes, L., & Lourenço, L. (2015). Perceived Psychological Empowerment and Total Quality Management-Based Quality Management Systems: An Exploratory Research. Total Quality Management & Business Excellence, 28(1-2), 76-87. https://doi.org/10.1080/14783363.2015.1050166
Arantes, M. C., Santos, S. F. d., & Simão, V. G. (2023). Process Management: Systematic Review of Determining Factors for Automation. Business Process Management Journal, 29(3), 893-910. https://doi.org/10.1108/bpmj-09-2022-0460
Arias, M., Saavedra, R., Marques, M., Muñoz-Gama, J., & Sepúlveda, M. (2018). Human Resource Allocation in Business Process Management and Process Mining. Management Decision, 56(2), 376-405. https://doi.org/10.1108/md-05-2017-0476
Azad, N., & Ahmadi, F. (2015). The Customer Relationship Management Process: Its Measurement and Impact on Performance. Uncertain Supply Chain Management, 3(1), 43-50. https://doi.org/10.5267/j.uscm.2014.9.002
Basana, S. R. (2024). The Impact of SCM Integration on Business Performance Through Information Sharing, Quality Integration and Innovation System. Uncertain Supply Chain Management, 12(1), 435-448. https://doi.org/10.5267/j.uscm.2023.9.008
Benzaquen, J. (2024). Quality in Peruvian Service Companies in the Context of COVID-19. Uncertain Supply Chain Management, 12(1), 291-306. https://doi.org/10.5267/j.uscm.2023.9.021
Benzaquen, J., & Charles, V. (2020). A Stratified Bootstrapping Approach to Assessing the Success of TQM Implementation in Peruvian Companies. Total Quality Management & Business Excellence, 33(1-2), 178-201. https://doi.org/10.1080/14783363.2020.1816165
Blasco-Torregrosa, M., Perez‐Bernabeu, E., Palacios-Guillem, M., & Gisbert-Soler, V. (2019). How Do Firms Integrate Management Systems? A Comparative Study. Total Quality Management & Business Excellence, 32(7-8), 777-793. https://doi.org/10.1080/14783363.2019.1635447
Bolton, R. N., McColl‐Kennedy, J. R., Cheung, L., Gallan, A., Orsingher, C., Witell, L., & Zaki, M. (2018). Customer Experience Challenges: Bringing Together Digital, Physical and Social Realms. Journal of Service Management, 29(5), 776-808. https://doi.org/10.1108/josm-04-2018-0113
Bondarenko, S. (2024). Quality Management of Business Processes in the Context of Achieving Sustainable Development of Fashion Industry Enterprises. Management, 37(1), 94-105. https://doi.org/10.30857/2415-3206.2023.1.9
Bowen, D. E. (2024). An Organizational Behavior/Human Resource Management Perspective on the Roles of People in a Service Organization Context: Frameworks and Themes. Journal of Service Management, 35(1), 1-21. https://doi.org/10.1108/josm-10-2023-0424
Bruccoleri, M., Pietrosi, A., & Scaccianoce, A. (2023). Artificial Intelligence to Counteract “KPI Overload” in Business Process monitoring: The Case Of anti-Corruption in Public Organizations. Business Process Management Journal, 29(4), 1227-1248. https://doi.org/10.1108/bpmj-11-2022-0578
Castelló, J., Llach, J., & Vila, R. d. C. (2017). Evidence for Quality Management Systems Being Instrumental in Improving Supplier Performance: The Case of the Wind Power Sector. International Journal of Productivity and Quality Management, 22(4), 427. https://doi.org/10.1504/ijpqm.2017.087862
Comas, A. S. (2023). A Framework for Best Organisational Practices, From Implementation to Certification in Quality Management Systems. International Journal of Productivity and Quality Management, 40(4), 453-468. https://doi.org/10.1504/ijpqm.2023.135881
Cope, D. G. (2015). Case Study Research Methodology in Nursing Research. Oncology Nursing Forum, 42(6), 681-682. https://doi.org/10.1188/15.onf.681-682
Cosenz, F. (2017). Supporting Start-Up Business Model Design Through System Dynamics Modelling. Management Decision, 55(1), 57-80. https://doi.org/10.1108/md-06-2016-0395
Dahlgaard, J. J., & Anninos, L. (2022). Quality, Resilience, Sustainability and Excellence: Understanding LEGO’s Journey Towards Organisational Excellence. International Journal of Quality and Service Sciences, 14(3), 465-485. https://doi.org/10.1108/ijqss-12-2021-0183
Flyvbjerg, B. (2006). Five Misunderstandings About Case-Study Research. Qualitative Inquiry, 12(2), 219-245. https://doi.org/10.1177/1077800405284363
Garza-Reyes, J. A. (2018). A Systematic Approach to Diagnose the Current Status of Quality Management Systems and Business Processes. Business Process Management Journal, 24(1), 216-233. https://doi.org/10.1108/bpmj-12-2016-0248
Ghosh, S., & Lever, K. (2020). A Lean Proposal: Development of Value Stream Mapping for l'Oreal's Artwork Process. Business Process Management Journal, 26(7), 1925-1947. https://doi.org/10.1108/bpmj-02-2020-0075
Gremyr, I., Lenning, J., Elg, M., & Martín, J. (2021). Increasing the Value of Quality Management Systems. International Journal of Quality and Service Sciences, 13(3), 381-394. https://doi.org/10.1108/ijqss-10-2020-0170
Guerreiro, S. (2020). Conceptualizing on Dynamically Stable Business Processes Operation: A Literature Review on Existing Concepts. Business Process Management Journal, 27(1), 24-54. https://doi.org/10.1108/bpmj-02-2020-0072
Gunawan, R. R. (2024). The Role of Supplier-Buyer Relationship in Enhancing Business Performance Through Supply Chain Management Practice, Total Quality Management Implementation and Product Innovation. Uncertain Supply Chain Management, 12(4), 2463-2478. https://doi.org/10.5267/j.uscm.2024.5.022
Heckmann, C. S., & Maedche, A. (2018). IT Ambidexterity for Business Processes: The Importance of Balance. Business Process Management Journal, 24(4), 862-881. https://doi.org/10.1108/bpmj-04-2016-0078
Herzallah, A., Gutiérrez, L., & Rosas, J. F. M. (2013). Total Quality Management Practices, Competitive Strategies and Financial Performance: The Case of the Palestinian Industrial SMEs. Total Quality Management & Business Excellence, 25(5-6), 635-649. https://doi.org/10.1080/14783363.2013.824714
Hussain, S., Alsmairat, M. A., Al-Ma’aitah, N., & Almrayat, S. (2023). Assessing Quality Performance Through Seven Total Quality Management Practices. Uncertain Supply Chain Management, 11(1), 41-52. https://doi.org/10.5267/j.uscm.2022.12.002
Irhirane, E. H., Dakkak, B., & Ouchama, S. (2023). Impact of Leadership on the Performance of Moroccan Companies Certified ISO 9001: 2015. International Journal of Productivity and Quality Management, 1(1). https://doi.org/10.1504/ijpqm.2023.10058318
Irhirane, E. H., Ouchama, S., & Dakkak, B. (2022). Benefits of the Changes of ISO 9001:2015 on the Organizational Performance. International Journal of Productivity and Quality Management, 1(1), 1. https://doi.org/10.1504/ijpqm.2022.10045306
Jabnoun, N. (2019). A Proposed Model for Sustainable Business Excellence. Management Decision, 58(2), 221-238. https://doi.org/10.1108/md-06-2018-0691
Kao, Y. L., & Chen, C.-F. (2016). Antecedents, Consequences and Moderators of Ambidextrous Behaviours Among Frontline Employees. Management Decision, 54(8), 1846-1860. https://doi.org/10.1108/md-05-2015-0187
Kim, P. B., Lee, G., & Jang, J.-C. (2017). Employee Empowerment and Its Contextual Determinants and Outcome for Service Workers. Management Decision, 55(5), 1022-1041. https://doi.org/10.1108/md-02-2016-0089
Kitsios, F., & Grigoroudis, E. (2020). Evaluating Service Innovation and Business Performance in Tourism: A Multicriteria Decision Analysis Approach. Management Decision, 58(11), 2429-2453. https://doi.org/10.1108/md-09-2019-1326
Klun, M., & Trkman, P. (2018). Business Process Management – At the Crossroads. Business Process Management Journal, 24(3), 786-813. https://doi.org/10.1108/bpmj-11-2016-0226
Kowalkowski, C. (2023). Digital Service Innovation in B2B Markets. Journal of Service Management, 35(2), 280-305. https://doi.org/10.1108/josm-12-2022-0403
Krajcsák, Z. (2018). Successes of Quality Management Systems Through Self-Evaluation and Commitment in Different Organizational Cultures. Management Decision, 56(7), 1467-1484. https://doi.org/10.1108/md-09-2017-0870
Kuhlang, P., Hempen, S., Sihn, W., & Deuse, J. (2013). Systematic Improvement of Value Streams - Fundamentals of Value Stream Oriented Process Management. International Journal of Productivity and Quality Management, 12(1), 1. https://doi.org/10.1504/ijpqm.2013.054860
Kurdi, B. A., Alzoubi, H. M., Alshurideh, M. T., Alquqa, E. K., & Hamadneh, S. (2023). Impact of Supply Chain 4.0 and Supply Chain Risk on Organizational Performance: An Empirical Evidence From the UAE Food Manufacturing Industry. Uncertain Supply Chain Management, 11(1), 111-118. https://doi.org/10.5267/j.uscm.2022.11.004
Lagrosen, Y., Travis, F., & Lagrosen, S. (2012). Brain Integration as a Driver for Quality Management Success. International Journal of Quality and Service Sciences, 4(3), 253-269. https://doi.org/10.1108/17566691211269576
Lameijer, B. A., Mast, J. d., & Ronald, J. M. M. D. (2017). Lean Six Sigma Deployment and Maturity Models: A Critical Review. Quality Management Journal, 24(4), 6-20. https://doi.org/10.1080/10686967.2017.12088376
Lanke, A., Ghodrati, B., & Lundberg, J. (2016). Production Improvement Techniques in Process Industries for Adoption in Mining: A Comparative Study. International Journal of Productivity and Quality Management, 19(3), 366. https://doi.org/10.1504/ijpqm.2016.079781
Laurenza, E., Quintano, M., Schiavone, F., & Vrontis, D. (2018). The Effect of Digital Technologies Adoption in Healthcare Industry: A Case Based Analysis. Business Process Management Journal, 24(5), 1124-1144. https://doi.org/10.1108/bpmj-04-2017-0084
Lenning, J. (2018). Auditing of Explorative Processes. Total Quality Management & Business Excellence, 29(9-10), 1185-1199. https://doi.org/10.1080/14783363.2018.1487605
Lestari, F., Kurniawan, R., Ismail, K., & Hamid, A. B. A. (2020). Supply Chain Relationship in a Downstream Sector. Uncertain Supply Chain Management, 423-438. https://doi.org/10.5267/j.uscm.2019.10.002
Li, C., & Mukherjee, A. (2021). Two Economically Optimized Nonparametric Schemes for Monitoring Process Variability. Quality and Reliability Engineering International, 37(5), 1939-1955. https://doi.org/10.1002/qre.2838
Lilja, J., Hansen, D., Fredrikson, J., & Richardsson, D. (2017). Is Innovation the Future of Quality Management? International Journal of Quality and Service Sciences, 9(3/4), 232-240. https://doi.org/10.1108/ijqss-03-2017-0024
Lim, A.-F. (2024). Enhancing Organizational Citizenship Behaviour: Role of Collectivism in Soft Total Quality Management. Management Decision, 62(3), 765-787. https://doi.org/10.1108/md-04-2023-0485
Luck, L., Jackson, D., & Usher, K. (2006). Case Study: A Bridge Across the Paradigms. Nursing Inquiry, 13(2), 103-109. https://doi.org/10.1111/j.1440-1800.2006.00309.x
Lycke, L., & Tano, I. (2017). Building Quality Culture in Higher Education. International Journal of Quality and Service Sciences, 9(3/4), 331-346. https://doi.org/10.1108/ijqss-04-2017-0033
Majanoja, A. M., Linko, L., & Leppänen, V. (2017). Global Corrective Action Preventive Action Process and Solution: Insights at the Nokia Devices Operation Unit. International Journal of Productivity and Quality Management, 20(1), 29. https://doi.org/10.1504/ijpqm.2017.080691
Maldonado, M. U., Leusin, M. E., Thiago Carrano de Albuquerque, B., & Vaz, C. R. (2020). Similarities and Differences Between Business Process Management and Lean Management. Business Process Management Journal, 26(7), 1807-1831. https://doi.org/10.1108/bpmj-09-2019-0368
Martí-Ballester, C. P., & Simon, A. (2017). Union Is Strength. Management Decision, 55(1), 81-102. https://doi.org/10.1108/md-09-2015-0414
Meyer, C., Cohen, D., & Nair, S. (2020). From Automats to Algorithms: The Automation of Services Using Artificial Intelligence. Journal of Service Management, 31(2), 145-161. https://doi.org/10.1108/josm-05-2019-0161
Nabhani, F., Uhl, C., Kauf, F., & Shokri, A. (2018). Supply Chain Process Optimisation via the Management of Variance. Journal of Management Analytics, 5(2), 136-153. https://doi.org/10.1080/23270012.2018.1424571
Nadali, S., Zarifi, S. F., & Shirsavar, H. R. (2017). Identifying and Ranking the Supply Chain Management Factors Influencing the Quality of the Products. Uncertain Supply Chain Management, 43-50. https://doi.org/10.5267/j.uscm.2016.8.001
Naldos, N., & Alfredo, L. (2020). Relationship Between Quality Management Practices, Performance and Maturity Quality Management, a Contingency Approach. Quality Management Journal, 27(4), 215-228. https://doi.org/10.1080/10686967.2020.1809582
Nataly Inêz Fernandes dos, S., & Renan Felinto de Farias, A. (2023). Individuals' Attitudes About Organizational Change: Relationship Between BPM And resistance to Change. Business Process Management Journal, 29(2), 413-429. https://doi.org/10.1108/bpmj-08-2022-0385
Nguyen, T.-M., & Malik, A. (2021). A Two‐Wave Cross‐Lagged Study on AI Service Quality: The Moderating Effects of the Job Level and Job Role. British Journal of Management, 33(3), 1221-1237. https://doi.org/10.1111/1467-8551.12540
Oberle, L. J. (2023). How to Build Responsive Service Processes in German Banks: The role of Process Documentation and the Myth of Automation. Business Process Management Journal, 29(2), 578-596. https://doi.org/10.1108/bpmj-11-2022-0573
Osvaldo Braz dos Santos, M. (2023). Robotic Process Automation and Artificial Intelligence Capabilities Driving Digital Strategy: A resource-Based View. Business Process Management Journal, 30(1), 105-134. https://doi.org/10.1108/bpmj-08-2022-0409
Otheitis, N., & Kunc, M. (2015). Performance Measurement Adoption and Business Performance. Management Decision, 53(1), 139-159. https://doi.org/10.1108/md-02-2014-0108
Para‐González, L., Jiménez, D. J., & Martínez‐Lorente, Á. R. (2016). Do Total Quality Management and the European Foundation for Quality Management Model Encourage a Quality-Oriented Human Resource Management System? International Journal of Productivity and Quality Management, 17(3), 308. https://doi.org/10.1504/ijpqm.2016.074863
Pimentel, L., & Major, M. (2015). Key Success Factors for Quality Management Implementation: Evidence From the Public Sector. Total Quality Management & Business Excellence, 27(9-10), 997-1012. https://doi.org/10.1080/14783363.2015.1055239
Pirmanta, P., Tarigan, Z. J. H., & Basana, S. R. (2021). The Effect of ERP on Firm Performance Through Information Quality and Supply Chain Integration in Covid-19 Era. Uncertain Supply Chain Management, 9(3), 659-666. https://doi.org/10.5267/j.uscm.2021.5.004
Prashar, A. (2018). TQM as Business Strategy: A Meta-Analysis Review. International Journal of Productivity and Quality Management, 23(1), 74. https://doi.org/10.1504/ijpqm.2018.10009280
Ramesh, N., & Ravi, A. (2013). TQM Tools and Techniques in Promoting Team Working Culture in the Manufacturing Organisations. International Journal of Productivity and Quality Management, 12(4), 466. https://doi.org/10.1504/ijpqm.2013.056777
Rashid, Y., Rashid, A., Warraich, M. A., Sabir, S., & Waseem, A. (2019). Case Study Method: A Step-by-Step Guide for Business Researchers. International Journal of Qualitative Methods, 18, 160940691986242. https://doi.org/10.1177/1609406919862424
Rejikumar, G., Sreedharan, V. R., & Saha, R. (2019). An Integrated Framework for Service Quality, Choice Overload, Customer Involvement and Satisfaction. Management Decision, 59(4), 801-828. https://doi.org/10.1108/md-12-2018-1354
Sandelowski, M. (2010). “Casing” the Research Case Study. Research in Nursing & Health, 34(2), 153-159. https://doi.org/10.1002/nur.20421
Santhose, M., Senthil, V., Devadasan, S. R., & Balakrishnan, K. (2019). Emergence of ISO 9001:2015 Standard and Its Linkage With World Class Manufacturing Strategies. International Journal of Productivity and Quality Management, 1(1), 1. https://doi.org/10.1504/ijpqm.2019.10028684
Santos, F., Pereira, R., & Vasconcelos, J. B. d. (2019). Toward Robotic Process Automation Implementation: An End-to-End Perspective. Business Process Management Journal, 26(2), 405-420. https://doi.org/10.1108/bpmj-12-2018-0380
Schlegel, D. (2024). How to Conduct Successful Business Process Automation Projects? An Analysis of Key Factors in the Context of Robotic Process Automation. Business Process Management Journal, 30(8), 99-119. https://doi.org/10.1108/bpmj-06-2023-0465
Shahid, S., Becker, A., & Kundi, Y. M. (2021). Do Reputational Signals Matter for Nonprofit Organizations? An Experimental Study. Management Decision, 60(6), 1645-1661. https://doi.org/10.1108/md-12-2020-1670
Sharma, P., Kong, T. T. C., & Kingshott, R. (2016). Internal Service Quality as a Driver of Employee Satisfaction, Commitment and Performance. Journal of Service Management, 27(5), 773-797. https://doi.org/10.1108/josm-10-2015-0294
Solnet, D., Subramony, M., Ford, R. C., Golubovskaya, M., Kang, H.-T., & Hançer, M. (2019). Leveraging Human Touch in Service Interactions: Lessons From Hospitality. Journal of Service Management, 30(3), 392-409. https://doi.org/10.1108/josm-12-2018-0380
Soltani, M., Aouag, H., & Mouss, M. D. (2019). Enhancement of the Competitiveness and the Financial Capability of a Manufacturing Process Through a New Value Stream Mapping Approach. International Journal of Productivity and Quality Management, 1(1), 1. https://doi.org/10.1504/ijpqm.2019.10019484
Standardization, I. O. f. (2015). Quality management systems—Requirements (ISO Standard No. 9001:2015). https://www.iso.org/obp/ui/en/#iso:std:iso:9001:ed-5:v1:en
Suddaby, R. (2006). From the Editors: What Grounded Theory is Not. Academy of Management Journal, 49, 633-642.
Taylor, R., & Thomas-Gregory, A. (2015). Case Study Research. Nursing Standard, 29(41), 36-40. https://doi.org/10.7748/ns.29.41.36.e8856
Thao, T. D., & Tu, D. M. (2021). The Effect of Different Factors on Intention to Apply Total Quality Management System in Petroleum and Liquefied Gas Enterprises in Vietnam: The Role of the Leader’s Personality. Uncertain Supply Chain Management, 9(4), 949-956. https://doi.org/10.5267/j.uscm.2021.7.006
Vogus, T. J., McClelland, L. E., Lee, Y. S., McFadden, K. L., & Hu, X. (2021). Creating a Compassion System to Achieve Efficiency and Quality in Health Care Delivery. Journal of Service Management, 32(4), 560-580. https://doi.org/10.1108/josm-05-2019-0132
Walsham, G. (2006). Doing interpretive research. European Journal of Information Systems, 15(3), 320-330. https://doi.org/10.1057/palgrave.ejis.3000589
Wiśniewska, M., & Szczepańska, K. (2013). Quality Management Frameworks Implementation in Polish Local Governments. Total Quality Management & Business Excellence, 25(3-4), 352-366. https://doi.org/10.1080/14783363.2013.791107
Yadav, N., & Heriyati, P. (2023). Fallacy of Continual Improvement in the Longitudinal Study of ISO 9001 and IATF 16949 Standards. International Journal of Productivity and Performance Management, 73(3), 700-718. https://doi.org/10.1108/ijppm-12-2021-0716
Yang, Y., Yan, J., Jia, F., & Chen, L. (2022). The Impact of Supplier Instability on Corporate Social Responsibility Performance Over the Firm Lifecycle: A Social Systems Theory Perspective. British Journal of Management, 34(3), 1259-1281. https://doi.org/10.1111/1467-8551.12651
Yiu, L. M. D., Lam, H. K., & Yeung, A. C. (2020). Process Institutionalization Crowds Out Innovativeness an Empirical Analysis on the Relationships Between ISO 9000 Adoption and R&D Expenditure. International Journal of Productivity and Quality Management, 1(1), 1. https://doi.org/10.1504/ijpqm.2020.10037449
Ylä-Kujala, A., Kedziora, D., Metso, L., Kärri, T., Happonen, A., & Piotrowicz, W. (2023). Robotic Process Automation Deployments: A Step-by-Step Method to Investment Appraisal. Business Process Management Journal, 29(8), 163-187. https://doi.org/10.1108/bpmj-08-2022-0418
Zebec, A. (2024). Creating AI Business Value Through BPM Capabilities. Business Process Management Journal, 30(8), 1-26. https://doi.org/10.1108/bpmj-07-2023-0566
Zhang, M., & Geng, R. (2019). Empowerment in Service Recovery: The Role of Self-Regulation Process of Frontline Employee. Management Decision, 58(5), 828-843. https://doi.org/10.1108/md-10-2018-1073