Business process management: Integration of quality management and reengineering for enhanced competitiveness

Global competition threatens the existence and survival of many organizations. Total Quality Management (TQM) and Business Process Reengineering (BPR) are proposed strategies to enhance competitiveness. Contradictory perspectives exist regarding similarities, differences, and complementary characteristics of these strategies. Research investigating separate implementations of either BPR or TQM reports mixed results. A combined BPR and TQM strategy has been widely prescribed but not rigorously researched.; This research synthesizes literature to develop a framework of Business Process Management (BPM), which integrates BPR and TQM. An integrated strategy is expected to provide synergy and continuous improvement for greater Organizational Competitiveness (OC), compared to using BPR or TQM separately. Based on Imai (1986) and Malcolm Baldrige National Quality Award Program (1999), the term “continuous improvement” is adopted as the combined “incremental” (evolutionary, ongoing) improvement objective of TQM, and the “radical” (revolutionary, breakthrough) improvement focus of BPR. An empirical investigation used a mail survey of 1300 manufacturing and service organizations nationally. Research questions were: (1) Does a TQM strategy result in increased OC? (2) Does a BPR strategy result in increased OC? (3) Does an integrated BPM strategy result in greater OC than one using BPR or TQM alone?; Results were statistically not significant regarding the impacts of a separate TQM strategy, or of a separate BPR strategy on OC. An integrated BPM strategy significantly improved BPR implementation effectiveness and OC, compared to a separate BPR strategy. However, results were statistically not significant regarding the impacts of an integrated strategy on TQM implementation effectiveness and OC, compared to a separate TQM strategy. Results were also statistically not significant regarding the impact of an integrated strategy on OC, compared to a strategy using neither BPR nor TQM.; Due to the comprehensive BPM framework and lack of previous research, this research is exploratory. However, it is an important step in the development of theory and formal research in BPM. For management, results provide strategic guidance in using BPR/TQM to counteract the dynamic competitive environment.