| Keywords [eng] |
Business Process Management (BPM), Stakeholder Engagement, Process Optimization, Organizational Efficiency, Key Performance Indicators (KPIs), Stakeholder Theory, Corporate Social Responsibility (CSR), Innovation Management. |
| Abstract [eng] |
73 pages, 15 tables, 54 references. The main objective of this master thesis is to examine the role of stakeholder engagement in business process performance and based on the findings, to identify ways in which organizations can better leverage stakeholder relationships to maximize Business Process Management (BPM) practice. The structure of the Master thesis includes the following major parts: a literature analysis, a methodological framework and research, and concluding remarks and recommendations. It discusses the BPM development, the theories and models on stakeholder engagement, and its influence on the business process performance. Also, it identifies the advantages and disadvantages of stakeholder engagement, the interrelation with corporate social responsibility, as well as the measurement system and digital instruments in BPM. The methodological framework is based on a qualitative research design. It comprises semi-structured interviews with 14 business process experts from Lithuanian companies. Purposive and snowball sampling techniques were applied to gather responses from different perspectives. The analysis of interview data helped to comprehend various stakeholder engagement methods and their influence on BPM performance and the problems of managing conflicting stakeholder expectations. The study also covered issues related to the influence of stakeholder involvement on organizational adaptability and long-term goals. It was found that effective stakeholder engagement has a substantial contribution to BPM in the efficiency and flexibility of processes and organizational performance in general. Major findings proved that the relationship improved communication to remove operational bottlenecks and relate processes to strategic goals. The study highlighted the challenges that include conflicting interests of stakeholders and logistically complex process management in their feedback, which implied the need for structured engagement practices. Results also underlined the significance of achieving long-term BPM through a development that relies on mutual trust and collaboration between the parties. The conclusions and recommendations bring together the main insights from the literature review and research findings. It further highlights the significance of adopting systematic stakeholder engagement strategies, using digital tools to measure performance, and proactively addressing stakeholder challenges. The findings emphasize the importance of including and detailing stakeholder feedback in BPM practices as a driver for innovation and sustained competitiveness. As the results presented herein may be used by practitioners to improve stakeholder relationship management and BPM practice to succeed in the long run. |
