How to build responsive service processes in German banks: The role of process documentation and the myth of automation

Oberle, Laura Johanna

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Document Type: Article
Year of publication: 2023
The title of a journal, publication series: Business Process Management Journal
Volume: 29
Issue number: 2
Page range: 578-596
Place of publication: Bingley
Publishing house: Emerald Group Publishing Limited
ISSN: 1463-7154 , 1758-4116
Publication language: English
Institution: Business School > Service Operations Management (Schön 2014-)
Subject: 330 Economics
Keywords (English): multi-method , business process management , responsiveness , process capabilities , documentation , automation
Abstract: Purpose: This multi-method paper investigates the impact factors of process responsiveness, operationalized as process duration, in the bread-and-butter business of German banks, i.e. the private mortgage loan application evaluation process. The tested predictors refer to process design, process execution, business process management (BPM)'s relevance and information technology (IT) support. Design/methodology/approach: In a sequential research design, a total of 296 useable responses of 1,228 contacted German banks are collected using a questionnaire built from both industry insights gained through 43 expert interviews and theoretical knowledge. Ordinary least squares (OLS) regression is used to determine the relevant impact factors and moderation effects, and a theoretical framework is proposed. Findings: Proper process documentation moderated by bank size is most influential for process speed, and smaller banks benefit more from it. Automation appears to have a prolonging effect on the process. Although surprising, this finding may be explained through correlation analysis of the data and studies on the Solow’ paradox in the literature. Research limitations/implications: The models only partially explain process responsiveness. A moderate adjusted R² and several interaction effects indicate the complexity of the presented research question. Still, several hypotheses can be confirmed, leading back to the roots of process improvement and the long-lasting question of the binary impact nature of automation. Originality/value: Valuable insights for both researchers in service operations and bank practitioners are outlined, shedding light onto responsiveness as still empirically under-researched operational capability. Thereby, the authors also contribute to the superior question of strategic fit.

Dieser Eintrag ist Teil der Universitätsbibliographie.

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