Bridging the Gap in Business Process Automation Methodologies for SMEs

Abstract

Business process automation (BPA) promises efficiency and quality gains, yet many initiatives—especially in small and medium-sized enterprises (SMEs)—fail to deliver because decisions are made in a fragmented, tool-led manner and with insufficient attention to organizational readiness. This study addresses that gap by developing and evaluating M4BPA. This technology-agnostic, lifecycle methodology supports BPA from opportunity identification through implementation and sustained operation. Following a Design Science Research approach, design requirements were derived from a structured review of BPA and related automation research and translated into an actionable method operationalized by four decision-support tools: (1) process selection, (2) prioritization, (3) digital readiness assessment, and (4) automation-technology decision support (including AI-enabled options where appropriate). M4BPA is evaluated through a multi-site demonstration in 16 SMEs, analyzing 63 candidate processes, of which 22 were automated, complemented by SME feedback via questionnaire and an expert focus group spanning business, IS, and technology perspectives. Results indicate that M4BPA improves decision quality by making selection criteria explicit, aligning automation choices with SME constraints, and institutionalizing governance mechanisms that mitigate common failure modes (e.g., misalignment, unclear roles, and unmanaged change). The study contributes a validated socio-technical BPA lifecycle artifact for SMEs and provides design knowledge for IS scholars and actionable guidance for managers seeking sustainable automation outcomes.