Developing a framework for innovating less-structured business processes: a Delphi study

In dynamic business environments, many organizations need to acquire a process innovation capability (PIC) that caters to less-structured business processes (LSBP) in order to remain relevant in the market. However, such organizations are still in need of appropriate frameworks that enable them to identify and evaluate their PIC in LSBP. To fill this gap, we have followed the Delphi method with three rounds of semi-structured interviews, including twelve practitioners and fifteen scholars across five continents. The findings reveal five major differences and barriers for PIC in LSBP, as compared to innovating structured business processes. In addition, we refine and empirically validate an innovation capability framework covering six main capabilities and 18 sub-areas, configured into three major pillars: (1) a people-process-technology pillar, (2) an organizational pillar, and (3) an ecosystem pillar. Besides being one of the first studies to offer a conceptual framework for PIC in LSBP, we provide practical brainstorming with reflective questions per capability, for practitioners to reflect on their organization’s current PIC in LSBP.