Software platform selection for business process automation management using a mixed MCDM method
AbstractOne of the main concerns of organizations is access to the automation methods to improve their business processes. A considerable number of organizations use business process management (BPM) for effective improvement. Although many BPM projects have led to significant development in various fields as well as achieving competitive advantages, there are instances of organizations failing to implement proper BPM system. One of the most important reasons for failure is the indifference of organizations in identifying the most important criteria for selecting the appropriate system. Therefore, in this study, by reviewing the literature, effective criteria for selecting the best BPM software platform were extracted and classified into four categories of technical, vendor, organizational and developmental criteria according to the opinion of experts and organizational infrastructure. Then, the selection process was performed using a combination of multi-criteria decision-making methods. For this purpose, the interactive relationship between the components of the problem is first identified using the Decision-Making Trial and Evaluation Laboratory (DEMATEL) method. Then, using the Analytic Network Process (ANP) based on the Best-Worst Method (BWM), the most appropriate platform is selected. The proposed framework is applied in Snapp Company to show its applicability.