Focus on processes contextualised: how QM process tools and practices can support sustainable development

Abstract

Purpose: Quality management (QM) can support organisations in contributing to sustainable development. As a result of an expanding focus from customers towards stakeholders within QM, the perspectives to consider multiply. Understanding how practices and tools for process management are specifically affected by this increase in perspectives is key to creating the right conditions for improvement initiatives that support sustainable development. Design/methodology/approach: This paper constructs a typology wherein the use of process management practices and tools is described in nine distinguished system contexts. Inductive discrimination is used to differentiate the system contexts and different use cases for process practices and tools. Findings: Using the system of systems grid (SOSG), mainstream business process management (BPM) practices are positioned in a simple unitary context, whilst sustainability challenges also involve more complex contexts. Addressing these challenges requires integrating new tools and methods from paradigms outside of traditional functionalist business process management practices. Research limitations/implications: This paper highlights the necessity to consider system contexts when developing feasible practices and tools for effective process management. Practical implications: Practical implications are that quality practitioners aiming to exploit the potential in process management to support sustainability get support for planning and conducting process improvement initiatives aiming to consider several stakeholder perspectives. Originality/value: This paper presents a new typology for understanding the context of QM process initiatives and BPM in light of a contemporary sustainability focus.