Applying the Delphi Method to Measure Enterprise Content Management Workflow System Performance

Abstract

Organisations need to measure enterprise content management (ECM) workflow systems performance to achieve their mission and objectives. This requires an exploration of the business environment where ECM workflow systems operate using an appropriate decision-making method and business process management (BPM) values. This paper describes the Delphi method as an appropriate methodology and identifies CERT values as appropriate BPM values with the support from experts and experienced professionals to measure ECM workflow systems performance. CERT values are Customer orientation (C), Excellence (E), Responsibility (R) and Teamwork (T). The purpose of this paper is to explain how the Delphi method can be used to measure ECM workflow systems performance. Further, CERT values are described to drive the business processes through the Delphi method to measure workflow system performance. The paper examines the academic literature on Delphi studies, ECM and CERT values and the benefits of this combination of ideas are revealed. The Delphi method strengths are identified to measure ECM workflow systems performance. Overall, this study focuses on the Delphi rounds as decision-making criteria to formulate a methodology in combination with CERT values to evaluate ECM workflow systems performance.