Business Value Creation through Business Processes Management and Operational Business Intelligence Integration

Current approaches to Business Process Management (BPM) and operational Business Intelligence (BI) integration have been very limited and simply reduced to the problem of technical integration between BPM and BI systems. This paper argues that further opportunities for business value creation could be discovered through systematic analysis of the non-technical aspects of BI and BPM integration, especially in terms of strategy alignment, human-centered knowledge management and ongoing improvement of BI supported processes The paper proposes a theoretical framework founded in the related research in NW. BI and Knowledge Management (KM) fields and describes how it has been used to guide our empirical case study research in service organisations in the context of BI-supported customer-facing processes