Business Process Management (BPM): How complementary BPM capabilities can build an ambidextrous state in business process activities of family firms

Purpose
Although BPM is a critical issue and small and medium-sized family firms (SMFFs) frequently adopt process
organization, very little literature focuses on the processes by which family firms remain distinctive (Chrisman et al.,
2016) or on their approach to BPM. The current research aims to fill this gap by analyzing dynamic companies' attitudes
to process-driven ability that concern exploitative as well as explorative processes. The purpose of this research is to
identify which kinds of dimensions may build an ambidextrous state in BPM in SMFFs, also favoured by
entrepreneurial IT capabilities and influenced by a stable but changeable context.
Design/methodology/approach
We referred to vom Brocke et al.'s (2014) study as it allows a focus on BPM research in the context of SMFFs. Then,
we adapted the framework to the context of SMFFs. In addition, an empirical analysis has been made for applying the
framework’s principles on effective BPM requirements to SMFFs. In our research, we applied Grounded Theory,
according to which observation and theorization are linked by circularity, as they represent moments being managed
simultaneously. The theorization emerged in different moments of the empirical surveys, influencing the next data
gathering and the data gathering was the object of a de-structured matching and analysis process.
Findings
Specific cultural and cognitive aspects, values and abilities affect the company behaviour of SMFFs in terms of BPM,
and this is influenced by the connection between the family and the business. Therefore, it confirms that the family is a
missing variable in organizational research (Dyer, 2006) also in BPM.
A good BPM permits the definition of business abilities of running the current processes, along with of acclimatizing
the company to a changeable context. In regard to the exploitative and explorative strengths typical of organizational
ambidexterity, our research favours, respectively, transactional excellence with a focus on net cost reduction and
transformational excellence based on net revenue generation. This approach requires consideration of the difference
between external and internal contingencies as well as of the different processes to manage.
However, despite IT-based BPM tools and the new era of IT-based process thinking, technology appropriation is only
one of our dimensions, and each dimension plays a role in good BPM behaviour; only a combination of dimensions
favours effective and flexible BPM.
Research limitations/implications
The research contributes to literature on BPM through theoretical implications, in particular two main implications.
First, the research emphasizes the impact of familiness on good BPM practice. Family appears to be a missing variable
in organizational research on BPM, even though familiness affects process specificity and mechanisms. Second, the
research is based on certain category dimensions that characterize management models common in the literature,
allowing the application of BPM in FFs by taking advantage of their confidence and adaptability.
Limitations are related to different points of view on the model's scope and design, the recipient and the research
method.
Practical implications
The research has two main practical implications, representing managerial potential, that improve the significance and
originality of our research in internal and external contexts. In the internal context, this permits a new BPM mind-set.
Originality/value
The research is original for the following two reasons. First, when FF complexity grows and/or new organizational
issues emerge, FFs are faced with two challenges: an increased number of complex processes to handle, along with a
lack of IT-based BPM for organization