Business Process Management (BPM) has become a widely adopted management approach prompting
significant investments by private and public companies since 2000. Since neither the concept
of BPM nor the factors leading to successful BPM initiatives are grounded in theory and also
lack empirical support Tahvo Hyötyläinen explores what business value BPM and BPM Systems can
cause and how they can bring about improved firm performance. The author's main implication is
to show how to enhance the probability of success with BPM and its Systems. Hisresearch also
adds to the understanding on how to increase customer-centricity -an empirically supported yet
less studied direction of BPM.
