Figure 2
The framework is shown in three columns. The first column is labeled “Digital Innovation Enablers” and contains four vertically arranged text boxes labeled from top to bottom as “Organizational I T Application Portfolio,” “Organizational Structures,” “Organizational Culture,” and “Organizational Capabilities”. The second column is labeled “Theme” and shows twelve vertically arranged text boxes. Under “Organizational I T Application Portfolio,” the text boxes are labeled: Text box 1: “Balance reinforcing and generative technologies to support processes”. Text box 2: “Implement strategies to leverage generative technologies while reinforcing technologies are used”. Text box 3: “Use open-ended I T application redesign”. Under “Organizational Structures,” three text boxes are shown, which are labeled from top to bottom as follows: Text box 4: “Establish B P M-related roles with digital responsibilities and tasks”. Text box 5: “Leverage knowledge of process participants to examine digital-related opportunities”. Text box 6: “Promote end-to-end process awareness for digital innovation opportunities”. Under “Organizational Culture,” three text boxes are shown, which are labeled from top to bottom as follows: Text box 7: “(Re-)establish the focus on external customer needs”. Text box 8: “Prioritize fast decision-making, allowing for errors”. Text box 9: “Promote idea multiplicity”. Under “Organizational Capabilities,” three text boxes are shown, which are labeled from top to bottom as follows: Text box 10: “Emphasize enacted process performances”. Text box 11: “Systematically capture and exploit knowledge about process-related demands”. Text box 12: “Promote socio-technical competencies of process managers”. The third column is labeled “Illustrating Quotes” and contains twenty text boxes arranged vertically. The text boxes under “Illustrating Quotes” on the right are connected to the thematic text boxes on the left. Under text box 1, two vertically arranged text boxes are connected and labeled as follows: Text box 13: “You have your big, stable core systems that define the basic processes [ellipsis] Changing these systems is a six-figure ticket [ellipsis] you thus try to keep these systems and processes stable” (hash H) Text box 14: “We use no-code automation to smooth our stable core system and adapt it to local needs. I do not care whether these local needs are needed world-wide; they need to work in the local organization” (hash H). Under text box 2, two vertically arranged text boxes are connected and labeled as follows: Text box 15: “We aim to implement a plug-and-play mentality to be able to change stable core systems without super large efforts” (hash F). Text box 16: “We try to be hands-on and implement changes on the spot. Luckily, the systems are ours [ellipsis] We could implement document classification and automatic upload to customer systems easily” (hash E). Under text box 3, one text box is connected and labeled as follows: Text box 17: “We run a lot of A-B tests to try out ideas for systems and processes” (hash K). Under text box 4, one text box is connected and labeled as follows: Text box 18: “We promoted one colleague to the role of global process manager. She worked together with the respective process owner, who had the necessary shoulder marks to drive digital change” (hash H). Under text box 5, one text box is connected and labeled as follows: Text box 19: “We systematically collect feedback from customers and employees, we analyze technical error logs, we dive into process errors” (hash K). Under text box 6, one text box is connected and labeled as follows: Text box 20: “We need to link the specialists from product management, engineering, sales, production to both design and produce digital products [ellipsis] We include colleagues from production departments early on as they need to build the products in the end” (hash D). Under text box 7, two vertically arranged text boxes are connected and labeled as follows: Text box 21: “We need to set up our processes in a way that they bring the biggest benefit for our customers” (hash I). Text box 22: “We do not care about process models, we care about the main performance indicators we want to change” (hash M). Under text box 8, two vertically arranged text boxes are connected and labeled as follows: Text box 23: “We tried to experiment and to use pilots to change our routines” (hash G). Text box 24: “Sometimes we need to do two or three experiments, because the first one did not work as intended” (hash K). Under text box 9, two vertically arranged text boxes are connected and labeled as follows: Text box 25: “We work a lot with different start-ups to gain ideas for process digitalization” (hash I). Text box 26: “We have some call center agents who have the skillset to tell me how to improve the process. They give us input on how to design the overall system” (hash K). Under text box 10, three vertically arranged text boxes are connected and labeled as follows: Text box 27: “Process management should never become pure self-administration-that would be wrong” (hash D). Text box 28: “Process modeling is an important skill you can neglect-you need to think in processes” (hash E). Text box 29: “The process is enacted through I T anyway” (hash F). Under text box 11, one text box is connected and labeled as follows: Text box 30: “You cannot think a process without technology. You need to consider both” (hash G). Under text box 12, two vertically arranged text boxes are connected and labeled as follows: Text box 31: “Process managers need a high level of empathy [ellipsis] and be close to the product and business model” (hash D). Text box 32: “Process managers need to think the process completely from a technical perspective” (hash M).Data structure resulting from the analysis of the qualitative data (extract). Source: Figure created by authors