Designing Business Processes for Good: A Canvas-Based Framework for Routinized Benevolence
摘要
As organizations confront increasing expectations for responsible practices, embedding benevolence into business operations has become both an ethical intent and a pathway to sustained success. Routinized Benevolence (RB) refers to voluntary actions embedded into routine operations of for-profit organizations to enhance customer well-being while pursuing mutualistic gains. Although evidence of RB is observable in practice and closely aligns with the principles of Responsible BPM, its conceptual underpinnings and operational mechanisms remain underdeveloped. Addressing this gap, we introduce the RB Canvas, a structured design artefact that captures key elements of RB, including its drivers, action patterns, characteristics, impacts, and risks. Developed using a Design Science Research approach and grounded in empirical case evidence, the canvas serves as both a conceptual framework and a practical tool to support implementation. This study contributes to the emerging agenda of Responsible BPM by offering a systematic approach to understanding and enabling benevolence within business processes.