The paper aims to analyze the opportunities that modern business process management systems (BPMS) provide in improving industrial service processes. A case study identifies improvement opportunities in the order-tocash process in two service lines of a large industrial service provider. Implementing a business process management system in the studied case context potentially enhances service process quality and significantly speeds up the order-to-cash process. The practical implication is that providers of industrial services should consider BPMS as a potential means to improve profitability through a faster order-to-cash process.
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.