Handbook on Business Process Management 2

Part of the series International Handbooks on Information Systems pp 57-72


Process Capital as Strategic Success Factor: The Lufthansa Example

  • Markus BrennerAffiliated withHorváth and Partners Management Consultants Email author 
  • , André Coners

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The high importance of processes regarding a company’s success has been known for a long time. However, the level of importance of processes, especially in comparison with other success factors, has not been in focus in a consequent matter yet. The research regarding “intangible assets” now provides a new perspective. According to recent research findings, “process capital” is one of the most important assets of a company. In consequence, process capital has to be built up and managed and has to be a major focus of corporate strategy. On the one hand, the process capital can be the basis for strategy development. On the other hand, process capital is essential for strategy implementation. Process capital management (PCM) is the concept that, in addition to a “classical” process management, also focuses on developing and preserving intangible assets. This chapter gives an introduction to process capital. Then, the correlation between process capital and strategy is analyzed. Furthermore, a suggestion is made regarding the further development of process management toward PCM. Finally, the importance of process capital is illustrated by means of a real-life example from Lufthansa.