AN INVESTIGATION INTO THE EFFECTIVENESS OF BUSINESS PROCESS MANAGEMENT SYSTEMS AT INSURANCE COMPANY IN JOHANNESBURG, SOUTH AFRICA

Abstract

Purpose: The purpose of the study was to investigate the relevance and effectiveness of the Business Process Management System (BPMS) solution that is used at a major insurance service provider in Johannesburg. Problem: The management at the insurance company is considering the decommissioning of the BPMS solution due to management claims of ineffectiveness and low relevance to business operations. Making this decision has become necessary so as to restructure, optimise and cut the maintenance cost of the company’s collection of information technology. However, there are arguments from within management that the tool is still relevant and useful to business operations. Methodology: A quantitative approach was taken to measure user perception of BPMS at the company. A survey was conducted and data collected through an online questionnaire. The result from survey was used to test hypotheses about the BPMS solution. Findings: The outcomes of the study indicated that although the current BPMS solution has technical challenges, it is rated as useful and relevant to business operations by majority of users. Recommendations: It was recommended that the tool should not be decommissioned but rather the technical problems should be resolved and it should be upgraded and additional training should be provided to users.