Despite many efforts within organizations toward business process orientation (BPO), research on real-world experiences remains in its infancy. The purpose of this paper is to redress the existing knowledge gap by analyzing a Swedish public housing company that has made notable effects regarding BPO and to explore lessons learned from the BPO journey (from 1998 to 2013).,The point of departure is principles in the BPO foundation, principles of successful BPM and effects in empirically based literature. The reconstruction of the narrative case study describes milestones and critical junctions, as well as effects based on quantitative and qualitative data.,Effects in BPO are demonstrated in terms of higher customer satisfaction, increased innovative ability, improved operational performance, higher employee satisfaction and, as a result of these, increased profitability. Theoretical constructs with implications for the theory building on BPO are suggested in a three-layer management framework – with capabilities and abilities emerging from the case study used as an illustrative example.,Lessons are learned regarding critical practices related to advancement in BPO. A strategy-building process based on eight design propositions is suggested to define the pre-conditions for BPO in an organization.,This is the first longitudinal case study to provide a comprehensive view and detailed insights of a BPO journey and top management performance toward a business process-oriented organization. Practitioners and BPM community get valuable insights into how the temporality and the context shape the BPO maturity process in terms of new organizational structure and roles during the journey.

中文翻译：

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公共住房公司“ BPO之旅”的经验教训：BPO战略

尽管组织内部为实现业务流程导向（BPO）做出了许多努力，但对现实世界经验的研究仍处于起步阶段。本文的目的是通过分析对BPO产生显着影响的瑞典公共住房公司来弥补现有的知识鸿沟，并探索从BPO历程（从1998年到2013年）中汲取的教训。 BPO基础，成功BPM的原理以及基于经验的文献的影响。叙述性案例研究的重构描述了里程碑和关键交界处，以及基于定量和定性数据的效果。BPO的效果体现在更高的客户满意度，更高的创新能力，更高的运营绩效，更高的员工满意度以及由于这些，增加盈利能力。在三层管理框架中建议了对BPO理论建立有影响的理论构架-以案例研究中出现的能力为例，以此作为例证。学习有关BPO进步的关键实践的经验教训。建议基于八个设计方案的战略制定过程来定义组织中BPO的前提条件。这是第一个纵向案例研究，它提供了BPO历程和最高管理者绩效的全面视图和详细见解。以业务流程为导向的组织。从业者和BPM社区可以从过程中的新组织结构和角色方面，从时间和上下文对BPO成熟过程的了解中获得宝贵的见解。