IT-enabled redesign of complex and dynamic business processes: The case of bank credit evaluation

This paper argues that business process redesign and decision support can be useful complementary approaches to the redesign of business processes handling complex tasks in an ever-changing environment. The paper focuses on the possibilities of Information Technology to enhance consistency between strategy and operation, improve the quality of empowered employees’ decisions, and facilitate organizational learning. The integration of the two approaches is illustrated through the design of a prototype system to support the redesigned credit evaluation process in a Norwegian bank. Implications are highlighted.