Information and communications technologies have changed how firms do business and create value. The objective of this study is to improve the understanding of ICT contribution to firm performance and explore the linkage between ICT impacts and business process management among various countries and industries. This study proposes the ICT-enabled Business Process Management Model. To test the model, survey data from the United States, Taiwan, and Chile was collected. The results show that ICT adoption affects business process management significantly. ICT adoption positively affects workplace reform, leading to workforce reform and improved profits. However, only country differences are recognized in BPM. For the USA, resource planning infrastructure affects workforce reform significantly, and e-commerce infrastructure affects workplace reform significantly, later leading to improved profit. For Taiwan, both resource planning infrastructure and e-commerce infrastructure affect workplace reform significantly, but workforce reform is significantly influenced by resource planning infrastructure. For Chile, the e-commerce infrastructure affects workplace reform significantly, leading to improved profit. This paper contributes to IS research by providing empirical evidence on the impact of ICT adoption on business process management. This paper also explores the impacts of ICT adoption on business process management and financial performance among various countries.
Journal of Global Information Management, 20(2), 44-66