Poulson, Bradley (2002) An examination of the logic applied to commodity business processes adoption : a case study approach. PhD thesis, University of Warwick.

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Abstract

This research examines in detail the ability (logic) of organisations to adopt commodity work business processes. Four case studies taken from within one major UK retailer, Boots The Chemists, examines how a single work business process, that of call centres, has been developed in each of four different internal business ventures by studying the process, decision, and alignment logic applied in each case. The research approach adopts qualitative and interpretative analysis that includes longitudinal case studies. This multiple case study approach has an embedded design incorporating the components of work business processes as subunits to enhance insight. Data was collected predominantly from interviews supported by archive material, documents, and direct observation. Overlapping cross case, and within case analysis was undertaken, using Activity Records, Strategic Choice Analysis, and concepts supported by Actor Network Theory. While it might be expected that broadly similar processes located in the same overall business context would adopt similar solutions in terms of commoditisation, governance, and resourcing (architecture), the research found that in the four cases four quite different approaches were taken. It is concluded that while the core processes were the same across the cases, (i) the detail of the process, (ii) the variation in the contexts, (iii) the logic of the decision process as they evolved, and (iv) the view of the actors involved (as to whether each element could be treated as a commodity) combined together to lead to quite different approaches in each case. Moreover as time progressed and experience was gained and the situation evolved, actors changed their views (alignment) resulting in changes to the business process. There appeared to be little transfer of knowledge across different parts of the organisation.

Item Type:	Thesis or Dissertation (PhD)
Subjects:	H Social Sciences > HF Commerce
Library of Congress Subject Headings (LCSH):	Boots Company -- Case studies, Call centers, Business planning, Industrial organization, Organizational change -- Management
Date:	June 2002
Institution:	University of Warwick
Theses Department:	Warwick Business School
Thesis Type:	PhD
Publication Status:	Unpublished
Supervisor(s)/Advisor:	Ormerod, Richard
Extent:	xiii, 294 leaves : ill.
Language:	eng
URI:	http://wrap.warwick.ac.uk/id/eprint/3514

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