Key success factors in implementation of process-based management: a UK housing association experience

Balzarova, MA; Bamber, CJ; McCambridge, S; Sharp, JM

Abstract

This paper explores the implementation of a process-based management system within a service organisation that has recently achieved certification of its quality management system to the ISO 9001:2000 requirements. Many academics and business people alike consider process-based management as a fundamental requirement of certification to ISO 9001:2000 quality management systems. Hence, this paper discusses the definition of a process-based management system and also considers, through a literature review, theories relating to the topic. Consequently, a theoretical model is proposed that outlines the factors affecting successful implementation of a process-based management system. The paper demonstrates that the theoretical model has been assessed within a UK housing association enterprise case study organisation. The case study organisation presented in this paper, shows the potential barriers of implementation of a process-based management system.

Citation

Balzarova, M., Bamber, C., McCambridge, S., & Sharp, J. (2004). Key success factors in implementation of process-based management: a UK housing association experience. Business Process Management Journal, 10(4), 387-399. https://doi.org/10.1108/14637150410548065

• Journal Article Type: Article
• Publication Date: Apr 1, 2004
• Deposit Date: Sep 24, 2007
• Journal: Business Process Management Journal
• Print ISSN: 1463-7154
• Publisher: Emerald
• Peer Reviewed: Peer Reviewed
• Volume: 10
• Issue: 4
• Pages: 387-399
• DOI: https://doi.org/10.1108/14637150410548065