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

information of them in Table 3. Since the corporate advisor and recruiter are quite
experienced and equipped with rich domain knowledge, they assist in clarifying the
business problems and identifying the past and future processes. On the other hand, the
business process analyst help communicate the processes clearly and explore the roles

and responsibilities of each process carefully. Using the information obtained from the
interview, we explore various perspectives of the processes and conduct a comprehensive
analysis.

Table 2 The Interview Protocol
The Overall Questions
How do you select a BPM project?
How do you conduct a BPM project?
Do you conduct other activities that help implement the BPM project?
The Plan Stage
How does the project team make sure the project aligns with corporate strategies?
What information is needed during the project? How to collect?
What is the measurement?
The Do Stage
How does the company execute the BPM project?
How to make sure the project can be carried out successfully?
Is there any change in the organization? What is it?
The Check Stage
When does the company check the performance results of a project?
The Act Stage
Does the company refine the process after the project?
Is there any new project brought up because of what has achieved so far?

Table 3 Interviewees Background
Title Seniority Background Description
Responsible for facilitating the BPM project and developing
Senior Corporate 15 years process workflows; currently holding a strategic position in
Advisor
the medium to the high management level.
Business Process 1 year Responsible for analyzing raw data, defining the scope of
Analyst problem and identifying the root causes in the BPM project.
Responsible for recruiting staff for business operations,
Recruiter A 3 years including all couriers of the company; currently serving as
the HR Manager at the case company.

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