A challenging success: a process audit perspective on change

Abstract

PurposeThe purpose of this paper is to explore how success emerges in a business process change initiative, given the often conflicting forces and challenges present in a workflow implementation. A detailed reflective analysis provides an opportunity to explore how different process enablers interact to achieve non‐obvious outcomes.Design/methodology/approachData collection entailed semi‐structured interviews, observation of project activities, and analysis of project documentation for a workflow project at a public sector organisation (AustGov). Data collection occurred from project initiation to implementation and is analysed utilizing the process enterprise maturity model.FindingsDespite ..