ساختاردهی سیستمی عوامل مؤثر بر چابکی در فرآیندهای کسب‌وکار

نوع مقاله : مقاله پژوهشی

نویسندگان

1 دانشجوی دکتری، دانشکده مدیریت و اقتصاد، دانشگاه جامع امام حسین(ع)، تهران، ایران.

2 استادیار، دانشکده مدیریت و اقتصاد، دانشگاه جامع امام حسین(ع)، تهران، ایران.

چکیده

مقدمه و اهداف: امروزه سازمان­‌ها تغییرات و بحران­‌های پیچیده­ و غیرقابل پیش­بینی را پیرامون خود تجربه می­‌کنند. در این شرایط به‌منظور دستیابی به نوآوری و شرایط بهینه در محیط‌­های پیچیده، رفتن به سمت راه‌حل‌های منعطف و چابک ضروری به نظر می­‌رسد که یکی از زمینه­‌های بهبود این مسئله در رابطه با مفهوم مدیریت فرآیندهای کسب‌وکار، پرداختن به حوزه چابکی فرایندهای کسب­وکار و در شرایط پیچیده و پویا است. در این راستا هدف اصلی این مطالعه، ساختاردهی سیستمی به مسئله چابکی در فرآیندهای کسب­‌وکار است که یکی از مهم‌ترین الزامات آن، استفاده از رویکردهای تحقیق در عملیات نرم در راستای ساختاردهی سیستمی به مسئله است.
روش­‌ها: در این پژوهش ابتدا با استفاده از گام‌­های تکنیک فراترکیب و سپس به کمک ابزار مصاحبه­ نیمه­‌ساختاریافته، 18 نفر از خبرگان که از استادان دانشگاه و صاحب‌نظران فعال در حوزه­ مدیریت فرآیندها و همچنین افرادی که دارای سوابق تجربی در حوزه­‌های مرتبط با بهبود نظامات و فرآیندهای کاری در سازمان­‌های مختلف بودند، انتخاب شدند که انتخاب آن‌ها از طریق روش غیرتصادفی هدفمند و به روش گلوله‌برفی صورت گرفت. در گام بعدی پژوهش برای تبیین الگوی ارتباطات مدیریت فرآیندهای سازمانی چابک از رویکرد مدل‌سازی ساختاری ـ تفسیری (ISM) استفاده شده که با ابزار پرسشنامه داده‌­های مرتبط جمع‌­آوری شدند. درنهایت داده­‌های ­مده از طریق پرسشنامه به روش فرآیند رتبه‌­بندی تفسیری (IRP) مورد تجزیه‌وتحلیل قرار گرفتند.
یافته­‌ها: مبتنی بر پاسخ به سؤال­‌های مطرح­شده در این پژوهش، ابتدا پس از طی مراحل فراترکیب و تکمیل داده‌­های موردنیاز از طریق تعامل با خبرگان، چارچوبی کلی از تعداد 17 متغیر اصلی به­‌دست آمد. 
مؤلفه‌های چارچوب اصلی پیشنهادی شامل فرهنگ متناسب، رهبری فرایندها، حاکمیت فرایند، نیروی انسانی شایسته، زیرساخت فناوری و ساختار سازمان به‌عنوان عوامل توانمندسازهای سیستم، قابلیت استراتژی‌­سازی مبتنی بر بداهه، پایداری خلاق، قابلیت سازگاری پویا، قدرت یادگیرندگی سازمانی و درک و شناخت محیطی به‌عنوان قابلیت­‌ها و توانمندی­‌های سیستم، کنترل و پایش مستمر فرایندها، مدیریت کیفیت فرایند، یکپارچه‌سازی مدیریت دانش با فرایندهای سازمان و کارآمدسازی اجزای چرخه عمر مدیریت فرایند به‌عنوان کنش‌­ها و اقدامات اساسی و درنهایت ارتقای شاخص‌­های کمّی و کیفی به‌عنوان پیامد سیستم هستند. در ادامه با توجه به چارچوب مفهومی ISM شاخص­های توانمندساز و توانمندی در قالب چهار سطح طبقه‌بندی شدند. در گام بعدی از طریق فرآیند رتبه­بندی تفسیری، شاخص­‌ها اولویت‌بندی شدند. با توجه به‌ یافته‌­های به‌دست‌آمده از پژوهش و بر اساس ISM مؤلفه‌ی زیرساخت فناوری، به‌عنوان یک توانمندساز مهم در بالاترین سطح در نظر گرفته شد. طبق این تحلیل، فناوری اطلاعات با نفوذی که بر همه متغیرها از جمله فرهنگ فرآیندی، نیروی انسانی و ساختار متناسب سازمان دارد، باعث تقویت روحیه یادگیری و تحول، کار گروهی و مشارکتی در سازمان و ایجاد زمینه رشد مستمر کارکنان را فراهم می‌­آورد؛ همچنین با توجه به یافته­های فرایند رتبه‌­بندی تفسیری، رهبری فرآیندها در اولویت اول قرار گرفت.
نتیجه‌­گیری: نتایج نشان داد زیرساخت فناوری اطلاعات به‌عنوان متغیر مهمی در درون سیستم چابکی فرایندهای کسب‌وکار باید مدنظر قرار گیرد. از طرفی با توجه به متغیرهای عملکردی برون­‌سیستمی مورد­انتظار از پیاده­سازی سیستم چابکی در مدیریت فرآیندها، مؤلفه‌ رهبری فرآیندها بر اساس تمامی متغیرهای عملکردی مورد­انتظار (به‌جز کسب مزیت رقابتی) بر توانمندساز زیرساخت فناوری تسلط دارد؛ بنابراین سازمان‌­هایی که خواهان چابک­‌سازی در سیستم مدیریت فرآیندهای خود هستند، باید در مرتبه اول به ویژگی‌­های رهبری در فرآیندها توجه داشته باشند. پس از آن، نتایج نشان داد که درک و شناخت محیطی، نیروی انسانی آگاه و شایسته، بُعد یادگیرندگی سازمان، ساختارهای اقتضایی و متناسب، حاکمیت، استراتژی­‌سازی مبتنی بر بداهه، زیرساخت فناوری، سازگاری پویا، فرهنگ و پایداری خلاق به‌ترتیب در اولویت­‌های بعدی باید مدنظر قرار گیرند.

کلیدواژه‌ها

موضوعات


عنوان مقاله [English]

Systemic Structuring of Factors Affecting the Agility of Business Processes

نویسندگان [English]

  • Sadegh Hasani Moghadam 1
  • Mohammad Mahdi Mohtadi 2
  • Hosein Bazargani 2
  • Ali Taheri 2
  • Mohsen Miri 2
1 PhD candidate, Faculty of Management and Economics, Imam Hossein University, Tehran, Iran.
2 Assistant Professor, Faculty of Management and Economics, Imam Hossein University, Tehran, Iran.
چکیده [English]

Introduction: Today, organizations experience complex and unpredictable changes and crises. In this environment, achieving innovation and optimal conditions in complex settings necessitates moving towards flexible and agile solutions. One crucial area for improvement in business process management is enhancing agility in business processes under dynamic and complex conditions. The main goal of this study is to systematically structure the issue of agility in business processes, with a key requirement being the use of soft operations research approaches to address the problem systematically.
Methods: In this research, the meta-combination technique was first employed, followed by semi-structured interviews with 18 experts, including university professors and practitioners in process management and individuals with experience in improving work systems and processes across various organizations. These experts were selected through a targeted non-random and snowball sampling method. The ISM (Interpretive Structural Modeling) approach was then used to elucidate the communication pattern of managing agile organizational processes, and data were collected via a questionnaire. Finally, the collected data were analyzed using the Interpretive Rating Process (IRP).
Results and discussion: Based on the responses to the research questions, an initial framework of 17 main variables was developed after synthesizing the data through interactions with experts. The components of the proposed framework include:
- System Enablers: Appropriate culture, process leadership, process governance, skilled human resources, technological infrastructure, and organizational structure.
- System Capabilities: Strategy-making based on improvisation, creative stability, dynamic adaptability, organizational learning, and environmental understanding.
- Basic Actions and Measures: Continuous process control and monitoring, process quality management, integration of knowledge management with organizational processes, and enhancing the efficiency of process management life cycle components.
- System Outcomes: Improvement of quantitative and qualitative indicators.
According to the ISM conceptual framework, the enabling and capability indicators were classified into four levels. The indicators were then prioritized using the IRP method. The findings highlighted that the technology infrastructure component is a critical enabler at the highest level. Information technology influences all variables, including process culture, human resources, and appropriate organizational structure. It fosters a learning and transformation spirit, teamwork, and collaboration, facilitating continuous employee growth. Additionally, process leadership was identified as the top priority according to the IRP findings.
Conclusions: The results indicate that IT infrastructure should be considered a significant variable in the agility system of business processes. Moreover, considering the external performance variables expected from implementing an agile system in process management, process leadership dominates the technology infrastructure enabler based on all expected performance variables (except gaining a competitive advantage). Therefore, organizations aiming to enhance agility in their process management system should prioritize process leadership characteristics. Following this, the results show that environmental awareness, knowledgeable and competent human resources, organizational learning dimension, contingent and appropriate structures, governance, improvisation-based strategy-making, technological infrastructure, dynamic adaptation, culture, and creative sustainability should be considered in order of priority.

کلیدواژه‌ها [English]

  • Business Process Management
  • Agility
  • Soft Operations Research
  • Interpretive Structural Modeling
  • Interpretive Ranking Process
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