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Integrating Social Media and Business Process Improvement: Value Propositions and Opportunities for Corporates

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thesis
posted on 14.11.2021, 05:13 authored by Durga, Ameera

The pervasiveness of social media and the pressure for corporates to be more agile in delivering to customer needs and expectations has led organisations to more business process improvement initiatives. Social Media’s features can drive organisation responsiveness to customer needs and change. Although social media is used aggressively in many businesses across the world, integration with business process improvement has not be been researched. This research focuses on the integration of social media into the business process improvement lifecycle to alleviate the current problems experienced in business process improvement. This research explores the current business process improvement issues and challenges and the value propositions of social media. A qualitative approach was used to collect data via multiple rounds of questionnaires with experts in business process improvement and social media. A conceptual research framework is proposed. Results are interpreted against the framework, leading to findings that include challenges and limitations. In practical terms, the research shows the possibilities and potential of social media in business process improvement by facilitating transparency, ease of communication and reducing cost during economic downturns. Despite extensive research in social media and business process improvement in their own right, there has been little progress on how the social media can be used as a tool in delivering business process improvements for organisations. Social media is an excellent collaboration tool for collecting valuable information for analysis and design from a larger stakeholder group. This paper addresses a gap in the literature relating to some of potential benefits of social media in business process improvement.

History

Copyright Date

01/01/2014

Date of Award

01/01/2014

Publisher

Victoria University of Wellington - Te Herenga Waka

Rights License

Author Retains Copyright

Degree Grantor

Victoria University of Wellington - Te Herenga Waka

ANZSRC Type Of Activity code

970115 Expanding Knowledge in Commerce, Management, Tourism and Services

Victoria University of Wellington Item Type

Masters Research Paper or Project

Language

en_NZ

Victoria University of Wellington School

Victoria Business School (Faculty of Commerce)