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NTU Management Review
Vol. 35 No. 1 Apr. 2025, 55-88
https://doi.org/10.6226/NTUMR.202504_35(1).0002

Utilizing Business Process Management (BPM) for Performance
Improvement: A Case Study of an Express Company in Taiwan

應用企業流程管理 (BPM) 提升績效之研究：以臺灣某快
遞公司為例

Sonia Ming-Shiow Lo, Department of Business Administration, National Chengchi University
羅明琇 / 國立政治大學企業管理學系
Yu-Ming Chang, College of Commerce, National Chengchi University
張育銘 / 國立政治大學商學院
Received 2018/1, Final revision received 2019/7
Abstract
Business process management (BPM) helps align organizational strategies and business
processes. To improve operational efficiency, BPM researchers propose the Plan-Do-
Check-Act (PDCA) life cycle as a framework for businesses to continuously improve their
process management. However, most of past studies regarding the applications of BPM are
limited to the primary process while studies on the utilization of BPM in support processes
remain rare. The express industry is labor-intensive. However, the lengthy hiring processes
of express companies prevent potential candidates from accepting job offers and thus
these companies lose their competitiveness. Moreover, the hiring process is previously
considered a backend support process, relevant discussions are also limited. This research
explores whether and how the PDCA life cycle can be applied to the support process of
the express industry. We conduct a case study on the Taiwan subsidiary of a multinational
express company. By utilizing the cycle to its hiring process, the case company redefines
the responsibilities of process owners and redesigns the process. The results indicate
that the application of PDCA life cycle significantly improves the company’s operations.
Specifically, the recruitment process time is improved by 85.3%, and the rates of damaged
reports and rejected offers due to lengthy processes are both improved by 100%. The
contribution of this research is threefold. It contributes to the body of knowledge for
BPM by applying the PDCA life cycle in Taiwan, an application which answers the call
for validation for generalization purposes. It also fills the gap in the BPM literature by
focusing on the support process instead. Finally, it provides guidance to practitioners that
intend to conduct BPM projects for performance improvement.

【Keywords】business process management (BPM), PDCA life cycle, express industry

領域主編：蔣明晃教授

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