Vesna Bosilj Vukšić1 ORCID logo 0000-0002-0841-7754,
Ljiljana Brkić2 and
Katarina Tomičić-Pupek3 ORCID logo 0000-0001-6188-7395

1University of Zagreb, Faculty of Economics and Business
  Zagreb, Croatia
2University of Zagreb, Faculty of Electrical Engineering and Computing
  Zagreb, Croatia
3University of Zagreb, Faculty of Organization and Informatics
  Varaždin, Croatia

INDECS 16(2), 194-215, 2018
DOI 10.7906/indecs.16.2.1
Full text available here.

Received: 1 March 2018.
Accepted: 16 April 2018.
Regular article


A number of studies on the successes and failures of business process management (BPM) have been conducted with the aim of identifying BPM adoption success factors. The complex and comprehensive nature of BPM has resulted in the lack of a generally accepted framework for successful BPM adoption. One general means of ensuring BPM success is through the adoption of business process management software (BPMS). The fact that there is currently no consensus as to a generally accepted definition of BPM software makes it difficult to define the criteria for its selection. There are several reasons for this: (i) the size and complexity of the field, (ii) determining business needs is not always straightforward, and (iii) the BPM software market is complex and its features and capabilities vary greatly across vendors. In this article, we examine the contextual and technical perspectives of BPMS adoption and related critical success factors (CSF). The goal of this study was to propose BPMS selection guidelines with regard to the organizational, environmental and technological CSFs of BPMS adoption, to support decision makers in selecting the right BPMS. To accomplish this, we applied a multiple-case study approach and carried out a set of interviews in companies that have fully or partly adopted BPMS. Semi-structured interviews were used to gather quantitative data for those topics that can be evaluated numerically, and qualitative contextual (organizational and environmental) CSFs relevant for BPMS adoption success.


business process management, business process management software, critical success factors, case study, Croatia



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