Innovative Multicriteria Approach to Business Process Management Maturity in the Public Sector

Janaina Piana; Fernanda Cavicchioli Zola; Aline Tomeleri da Costa; Gabriel Secco Paz; Daiane Maria De Genaro Chiroli

Authors

Janaina Piana
Fernanda Cavicchioli Zola
Aline Tomeleri da Costa
Gabriel Secco Paz
Daiane Maria De Genaro Chiroli

Keywords:

business process management, maturity model, multicriteria decision-making

Abstract

Purpose: The objective of this work is to propose a business process management maturity model (BPMMM), prescriptive and with multicriteria decision-making approach (MCDM). Design/Methodology/Approach: The relevant literature was examined to develop BPMMM. The Analytic Hierarchy Process (AHP) method was chosen to evaluate the weight of the capabilities. The Fuzzy Technique for Order Preference by Similarity to Ideal Solution (TOPSIS) method measured the maturity level. The model was applied in property divisions (DIPAT) of two federal universities (public institutions) with comparative and prescriptive purpose: Reference DIPAT and Real DIPAT. Findings: The AHP method allowed the analysis and weighting of capabilities. Fuzzy-TOPSIS has enabled the determination of maturity level effectively. As a result, Reference DIPAT and Real DIPAT obtained maturity level 3 (defined). Through comparative analysis, the critical factors for improvements in Real DIPAT were: strategic alignment, culture and people.

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Innovative Multicriteria Approach to Business Process Management Maturity in the Public Sector. (2023). Global Journal of Management and Business Research, 23(A10), 55-72. https://journalofbusiness.org/index.php/GJMBR/article/view/102896

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