| Abstract [eng] |
The primary objective of this paper is to explore the motives and mechanisms underlying stakeholder engagement and determine how such engagement fosters business process flexibility and impacts overall business performance. The paper consists of three main parts: a literature review, the research and its results, as well as conclusions and recommendations. The theoretical section examines the development of stakeholder engagement concepts, approaches to business process management, and theories of business process flexibility. A literature review has shown that high-quality stakeholder engagement is essential for increasing alignment, improving communication, and reducing process uncertainty, while business process flexibility enables organizations to respond more quickly to changes in the external and internal environment. Following the theoretical analysis, the author conducted an empirical study on perception of stakeholder engagement, business process flexibility and business performance based on a series of semi-structured interviews with representatives from various functional areas − product, engineering, operations, customer service, and compliance. To ensure a systematic and rigorous analysis, interview data were coded and analyzed using NVivo qualitative analysis software to identify recurring themes, consistent patterns, and conceptual relationships in respondents' responses. As with previous studies, the results confirm that high-quality stakeholder engagement helps reduce uncertainty, improve alignment, and enhance process predictability. Furthermore, the study supports the conclusion that business process flexibility does not develop in isolation but relies on transparent communication, shared decision logic, and clearly defined accountability. It was also discovered that the key mechanisms influencing performance indicators include transparent communications, consistent interpretations across functions, early stakeholder involvement in decision-making, and clear assignment of responsibility. The study's results demonstrate that it is the combination of these factors that enables organizations to reduce operational errors, reduce inconsistency between departments, and ensure more predictable process performance. It was found that companies with a unified decision-making logic and aligned priorities demonstrate greater process resilience, shorten delivery cycles, achieve greater service quality consistency, and improve customer satisfaction. According to international publications, all of these indicators are considered key components of business performance, underscoring the practical significance of the study's findings. In conclusion, based on the results of the literature review and empirical research, the author expresses her belief that the study's findings can serve as practical recommendations for organizations seeking to improve team alignment, build more transparent and effective communications, enhance business process flexibility, and, as a result, reap greater benefits from a systematic approach to stakeholder engagement and the development of business process flexibility. |
