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NTU Management Review Vol. 35 No. 1 Apr. 2025

business partners in this project,” the senior corporate advisor notes.
The project team also modifies the responsibilities of recruiters, C&B specialists,
and couriers. Because the compensation report and offer letter are combined, recruiters
are responsible for making the offer letter instead of C&B specialists. Moreover, since

digitization is brought in, couriers no longer need to physically deliver the documents.
Before the new compensation process is officially implemented, the project team
holds several training sessions to orient recruiters, HR business partners, and all managers

to the new compensation process. User manuals are also generated to facilitate the
implementation.
Finally, a dashboard is established on Microsoft SharePoint 2013 to monitor in-time
performance, which includes the process time and number of damaged reports.

The Check and Act Stages
The purpose of the check and act stages is to measure the new process against
expectations and enable the company to react in accordance with the results. As the

business process analyst reveals, “We saw this BPM project as a great success. It not only
met the initial goal but also made a further improvement project possible.” We describe
the details of the results in the following section.

4.2.3 The TO-BE Process

The case company is hampered by the lengthy process time, which makes it difficult
to recruit local couriers. The project team collects all relevant information to solve this
problem, including current business context, internal policies, and external regulations.

Then, they combine the approval process of compensation reports with that of the offer
letters. The team further introduces a new (TO-BE) compensation approval process
complied with all regulations. First, the original serial approval process would now be
conducted simultaneously. The TO-BE process also brought a change in responsibility:
because the compensation report was merged with the offer letter, recruiters assumed

responsibility for preparing the offer letter instead of C&B specialists. The TO-BE process
is shown in Figure 3.
The new TO-BE compensation process was implemented in September 2016. At the

end of 2016, the project team held a meeting to review the performance results. As the

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