fostering sustainable competitive advantage through business process management devika a/p ...

297 Pages·2015·1.99 MB·English

FOSTERING SUSTAINABLE COMPETITIVE ADVANTAGE
THROUGH BUSINESS PROCESS MANAGEMENT

DEVIKA A/P NADARAJAH

FACULTY OF BUSINESS AND ACCOUNTANCY
UNIVERSITY OF MALAYA
KUALA LUMPUR

2013
FOSTERING SUSTAINABLE COMPETITIVE
ADVANTAGE THROUGH BUSINESS PROCESS
MANAGEMENT

DEVIKA A/P NADARAJAH

THESIS SUBMITTED IN FULFILLMENT OF THE
REQUIREMENTS FOR THE DEGREE OF
DOCTOR OF PHILOSOPHY

FACULTY OF BUSINESS AND ACCOUNTANCY
UNIVERSITY OF MALAYA
KUALA LUMPUR

2013

i
ORIGINAL LITERARY WORK DECLARATION

Name of Candidate:

ii
DEVIKA A/P NADARAJAH (IC No: 751019105468)
Registration/Matric No: CHA 090010
Name of Degree: DOCTOR OF PHILOSOPHY
Title of the Project/Research Report/Dissertation/Thesis (this work”):
FOSTERING SUSTAINABLE COMPETITIVE ADVANTAGE
THROUGH BUSINESS PROCESS MANAGEMENT.
Field of Study: BUSINESS PROCESS MANAGEMENT
I do solemnly and sincerely declare that:
(1) I am the sole researcher /writer of this Work;
(2) This Work is original;
(3) Any use of any work in which copyright exists was done by way of fair
dealing and for permitted purposes and any excerpt or extract from, or
reference to, or reproduction of any copyright work, has been disclosed
expressly, and sufficiently, and the title of the Work and its authorship have
been acknowledged in this Work;
(4) I do not have any actual knowledge nor do I ought reasonably to know that
the making of this Work constitutes an infringement of any copyright work;
(5) I hereby assign all and every rights in the copyright to this Work to the
University of Malaya (“UM”), who henceforth shall be owner of the
copyright in this Work and that any reproduction or use in any form or by
any means whatsoever is prohibited without the written consent of UM
having been first had and obtained;
(6) I am fully aware that if in the course of making this Work I have infringed
any copyright whether intentionally or otherwise, I may be subject to legal
action or any other action as may be determined by UM.

Candidate’s Signature: Date:

Subscribed and solemnly declared before,

Witness’s Signature: Date:
Name:
Designation:
iii
ABSTRAK

Organisasi kian berdepan dengan pelbagai cabaran dalam menangani operasi harian dan
berjuang untuk mendahului pesaing-pesaing yang lain. Pengurusan proses perniagaan
atau BPM boleh membantu dalam membina dan menggalakkan ketahanan daya saing
atau SCA. Kajian ini menyelidik BPM dengan menggunakan dynamic capability theory,
contingency theory dan task-technology fit theory sambil menggunakan kaedah
penyelidikkan qualitative dan quantitative. Tesis ini menyelidik hubungan antara BPM
dan SCA. Tesis ini juga mengkaji penentu-penentu BPM ke atas SCA. Antara penentu
yang dimaksudkan adalah structural alignment, strategic alignment, IT capability dan
process flexibility. Kaedah focus group discussion digunakan untuk membina
instrument kajian untuk process flexibility manakala kaedah soal selidik digunakan
untuk mengumpul data daripada organisasi-organisasi di Malaysia. Analysis data
dilakukan dengan menggunakan kaedah Structural Equation Modelling (SEM).
Keputusan daripada kajian ini mendedahkan bahawa BPM berhubungkait dengan SCA
dan structural alignment, strategic alignment dan process flexibility adalah penentu-
penentu BPM untuk SCA. IT investment pula berfungsi sebagai moderator dalam
hubungan BPM dan SCA. Akhir kata, tesis ini memberi sumbangan dari segi teori,
penkaedahan dan praktik.

iv
ABSTRACT

Organisations are faced with high levels of complexity in running their day-to-day
operations while striving to stay ahead of competition. Business Process Management
(BPM) is regarded as the key in building and maintaining Sustainable Competitive
Advantage (SCA). This study explores BPM based on dynamic capabilities theory,
contingency theory and task-technology fit theory while employing both qualitative and
quantitative research methods. This thesis investigates the relationship between BPM
and SCA. In addition, the determinants of BPM on SCA are also explored. The
determinants are structural alignment, strategic alignment, IT capability and process
flexibility. Focus group discussion was used to develop the measurement instrument for
process flexibility and survey research method was used to collect data from
organisations in Malaysia. Data analysis was carried out using Structural Equation
Modelling (SEM). The findings from this thesis reveal that BPM influences SCA and
mediates the relationships between structural alignment, strategic alignment and process
flexibility with SCA. Lastly this study also reveals that IT investment moderates the
relationship between BPM and SCA. This thesis provides theoretical, methodological
and practical contributions for BPM.

v
ACKNOWLEDGEMENT

It is commonly mentioned that the PhD journey is a lonely one. This was not the
case for me. Throughout my challenging yet enjoyable journey, I was blessed with the
prayers, encouragement, guidance and support of many individuals. At this juncture, I
would like to place on record my sincere gratitude and acknowledge the efforts of those
unsung heroes.

I wish to thank my family for their love and encouragement. Specifically, my
husband Siva for all his sacrifices, encouragement and patience. Next, my son Siddhesh
for being a source of joy and pleasant distraction for me. Not forgetting my parents,
K.Nadarajah and S.Puvaneswari for all their prayers and blessings. Last but not least,
my two sisters, Nithea and Bhavani for their support.

I also wish to place on record my gratitude to my supervisor, Associate
Professor Dr. Sharifah Latifah for her constructive feedback and guidance. It is because
of her that my thesis was successfully completed on time. Her experience and assurance
helped me “do things right the first time” which made a world of difference for me.

Finally, I wish to thank all my doctoral colleagues for their friendship and help.
A note of thanks also to the academic and administrative staff of the Faculty of Business
and Accountancy

Devika Nadarajah
July 2013
vi
TABLE OF CONTENTS

ORIGINAL LITERARY WORK DECLARATION ............................................ ii
ABSTRAK ........................................................................................................... iv
ABSTRACT .......................................................................................................... v
ACKNOWLEDGEMENT ................................................................................... vi
LIST OF FIGURES ............................................................................................ xii
LIST OF TABLES ............................................................................................. xiii
LIST OF SYMBOLS AND ABBREVIATIONS .............................................. xiv
CHAPTER 1 INTRODUCTION ........................................................................ 1
1.1. Overview .............................................................................................. 1
1.2. Background of the Study ..................................................................... 3
1.2.1. Evolution of Business Process Management (BPM) from Total
Quality Management (TQM) and Business Process Reengineering (BPR).. 3
1.2.2. Organisational Performance versus Sustainable Competitive
Advantage (SCA) .......................................................................................... 7
1.3. Problem Statement ............................................................................... 8
1.4. Research Questions ............................................................................ 11
1.5. Research Objectives ........................................................................... 12
1.6. Significance of the Study ................................................................... 13
1.7. Thesis Outline .................................................................................... 15
1.8. Chapter Summary .............................................................................. 16
vii
CHAPTER 2 REVIEW OF LITERATURE..................................................... 18
2.1 Introduction ........................................................................................... 18
2.2 Governing Theories ............................................................................... 18
2.2.1 Dynamic Capabilities Theory .......................................................... 19
2.2.2 Contingency Theory ........................................................................ 22
2.2.3 Task-Technology Fit Theory ........................................................... 24
2.3 Variables under Study ........................................................................... 25
2.3.1 Organisational Factors ..................................................................... 25
2.3.2 Business Process Management (BPM) ............................................ 40
2.3.3 Sustainable Competitive Advantage (SCA) .................................... 54
2.3.4 The Influence of Organisational Factors on BPM ........................... 59
2.3.5 The Influence of BPM on SCA ....................................................... 70
2.3.6 The Effects of IT Investment on BPM ............................................ 72
2.4 Summary of Literature Review and Analysis ....................................... 76
2.5 Chapter Summary .................................................................................. 84
CHAPTER 3 RESEARCH MODEL AND METHODOLOGY ...................... 85
3.1 Introduction ........................................................................................... 85
3.2 Research Stance and Approach ............................................................. 86
3.3 Research Methodology .......................................................................... 88
3.4 Research Model ..................................................................................... 89
3.5 Hypotheses Development ...................................................................... 91
3.5.1 Relationship between Structural Alignment and BPM ................... 92
viii
3.5.2 Relationship between Strategic Alignment and BPM ..................... 93
3.5.3 Relationship between IT Capability and BPM ................................ 93
3.5.4 Relationship between Process Flexibility and BPM ....................... 94
3.5.5 Relationship between Organisational Factors, BPM and SCA ....... 94
3.5.6 Relationship between BPM and SCA ............................................. 95
3.5.7 Relationship between IT Investment, BPM and SCA ..................... 95
3.6 Research Design .................................................................................... 96
3.7 Developing Measurement Instrument for Process Flexibility ............... 98
3.7.3 Focus Group Discussion (FGD) .................................................... 101
3.8 Quantitative Research .......................................................................... 106
3.8.1 Survey Instrument ......................................................................... 107
3.8.2 Pre-Test ......................................................................................... 109
3.8.3 Pilot Test ........................................................................................ 111
3.8.4 Sampling Technique ...................................................................... 120
3.8.5 Survey Medium ............................................................................. 121
3.8.6 Unit of Analysis ............................................................................. 122
3.8.7 Data Analysis Plan ........................................................................ 122
3.9 Interview Sessions ............................................................................... 131
3.10 Chapter Summary ............................................................................ 132
CHAPTER 4 DATA ANALYSIS .................................................................. 134
4.1 Introduction ......................................................................................... 134
4.2 Administration of the Survey .............................................................. 134
ix