Improving Business Processes at mBank – Case Study on “Return Disposition Management” Process

• Autorzy: Toporowska Magdalena , Mańkowski Piotr , Jadczyszyn Agnieszka , Pustelnik Dorota , Szelągowski Marek

Identyfikatory

DOI

10.7494/dmms.2024.si.6658

• Konferencja: 5th Polish BPM Symposium
• Języki publikacji: EN

Abstrakty

EN

The main objective of this article is to present a method for improving the business processes of a bank through an illustrative case study. The presented method enables financial institutions that operate in heavily regulated markets to combine a holistic view of business-process management (BPM) with a multi-faceted analysis of the effectiveness and risks of their implemented business processes, as well as to implement selected improvements that follow the banks’ project management standards. This method combines elements of BPM and project management, which allow for a continuous analysis of the implementations of changing financial regulatory requirements and emerging opportunities (including technological ones) while prioritizing any implemented changes considering the regulator’s imposed obligations, risk mitigation, efficiency of changes, and employee development.

Słowa kluczowe

EN

business process management; BPM; process improvement; BPM-implementation method

• Wydawca: AGH University of Science and Technology Press
• Czasopismo: Decision Making in Manufacturing and Services
• Rocznik: 2024
• Tom: Special Issue: Business Process Management
• Strony: 71--81
• Opis fizyczny: Bibliogr. 12 poz., rys.

Twórcy

autor

Toporowska Magdalena

• mBank SA, Warsaw, Poland

• https://orcid.org/0009-0001-9099-7208

autor

Mańkowski Piotr

• mBank SA, Warsaw, Poland

autor

Jadczyszyn Agnieszka

• mBank SA, Warsaw, Poland

autor

Pustelnik Dorota

• mBank SA, Warsaw, Poland

autor

Szelągowski Marek

• Systems Research Institute, Polish Academy of Sciences, Warsaw, Poland

• https://orcid.org/0000-0002-5114-6793

Bibliografia

• Aalst W., van der, Adriansyah A., Alves de Medeiros A.K. et al. (2023). Process Mining Manifesto. IEEE Task Force on Process Mining. URL: https://www.tf-pm.org/resources/manifesto.
• APQC (n.d.). APQC Process Classification Framework. Houston, TX, USA: American Productivity & Quality Center. URL: https://www.apqc.org/process-frameworks [12.06.2024].
• Auksztol J. & Chomuszko M. (2012). Model APQC – Uniwersalny Model Klasyfikacji Procesów. In: J. Auksztol & M. Chomuszko (red. nauk.), Modelowanie organiza- cji procesowej. Warszawa: Wydawnictwo Naukowe PWN, pp. 73–90.
• Davey L. (1991). The Application of Case Study Evaluations. ERIC/TM Digest. Washington, DC, USA: Office of Educational Research and Improvement (ED). URL: https://eric.ed.gov/?id=ED338706 [21.10.2024].
• Dumas M., La Rosa M., Mendling J. & Reijers H.A. (2018). Fundamentals of Business Process Management. Second Edition. Berlin, Heidelberg: Springer. DOI: https://doi.org/10.1007/978-3-662-56509-4.
• Hayes R., Kyer B. & Weber E. (2015). The Case Study Cookbook. Worcester, MA, USA: Polytechnic Institute.
• Helbin T. & Van Looy A. (2019) Business process ambidexterity and its impact on business IT alignment. A systematic literature review. 13th International Conference on Research Challenges in Information Science (RCIS), 29–31 May, Brussels, Belgium, pp. 1–12. DOI: https://doi.org/10.1109/RCIS.2019.8877073.
• Mahal A. (2010). How Work Gets Done: Business Process Management, Basics and Beyond. Technics Publications.
• Mertens D.M. (2014). Research and Evaluation in Education and Psychology: Integrating Diversity with Quantitative, Qualitative, and Mixed Methods. Fourth Edition. New York: SAGE.
• Szelągowski M. (2019). Dynamic Business Process Management in the Knowledge Economy: Creating Value from Intellectual Capital. Lecture Notes in Networks and Systems, vol. 71, Cham: Springer. DOI: https://doi.org/10.1007/978-3-030-17141-4.
• Szelągowski M., Sliż P., Berniak-Woźny J., Potoczek N., Napieraj A., Podobińska- Staniec M. & Senkus P. (2024). Exploring the diversity of business process nature in organisations in Industry 4.0/5.0. Future Business Journal, 10, 118. DOI: https://doi.org/10.1186/s43093-024-00395-5.
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Uwagi

Opracowanie rekordu ze środków MNiSW, umowa nr POPUL/SP/0154/2024/02 w ramach programu "Społeczna odpowiedzialność nauki II" - moduł: Popularyzacja nauki (2025)