business process management, organizational culture, Hierarchy-Market culture, approach towards BPM adoption, success, case study


Organizational culture affects the success of business process management (BPM) adoption. Since organizational culture is very difficult to change, organizations should adapt their approach towards BPM adoption to suit the existing organizational culture. The aim of this paper is to find out what approach towards BPM adoption might be appropriate in an organization with Hierarchy-Market culture. For this, we conducted a case study of a large insurance company in South-East Europe. Our findings show that elements, such as formal and well organized approach, and emphasis on benefits of BPM contributed to BPM adoption success in the studied organization with Hierarchy-Market culture.