Why do business processes deviate? Results from a Delphi study

摘要: Despite substantial investments in business process management (BPM), every organization experiences deviant processes, i.e., processes that show different behavior than intended. Thus, deviance is an essential topic of BPM research and practice. Today, on mainly driven from a computer science perspective. IT-based methods tools (e.g., mining prediction or compliance checking) detect by comparing log data past instances with normative models execution traces currently running instances. However, requiring event logs as input, existing approaches are expensive limited to executed automated workflow environments. Further, they can only deviance, not explain why it occurs. knowledge about reasons for immature. What missing systematic exploration deviance. Against this backdrop, we compiled structured based rating-type Delphi study more 30 experts industry academia. Thereby, chose manager’s perspective analytical lens, managers familiar responsible end-to-end. We also analyzed the reasons’ importance causing routine nonroutine two types capture nature terms variation variety. Our results contribute descriptive serve foundation prescriptive research.