Supporting performance management with business process management and business intelligence: A case analysis of integration and orchestration

•Evidence how BPM and BI support process performance management is limited.•Intended results of applying BPM and BI differ from the achieved results.•Lack of the strong commitment to using BPM and BI for supporting performance management.•Important roles of orchestration and integration for performance management.

The case(s) demonstrates the importance of business process management (BPM) and business intelligence systems (BIS) in achieving better firm performance. It has been well documented in the literature that research on the effectively usage and combination of knowledge from BPM and BIS in turbulent service environments is limited. In response, we conduct an exploratory comparative case study of four firms in banking and telecommunication industries that have implemented BPM initiative and BIS solution. Our results firstly highlight that actual results of applying BPM and BIS differ greatly from the results that were originally planned. Secondly, we find that BIS initiatives are usually driven by improving marketing and sales, while BPM initiatives are driven by improving business processes. Thirdly, we identify that there is a lack of strong commitment to using both systems for supporting performance management.