Promotor : Prof. dr. S. Brinkkemper

In recent years the focus on business process improvement has greatly increased in
industry as well as in public and health institutions. Information systems and
especially Business Process Management (BPM) systems are essential to achieve
this. Despite success and opportunities for organizations that innovate with BPM
applications there are also many failures of implementations caused by both
technical and non-technical problems. In many instances it appears that user
participation and user involvement are critical to the success of implementation. To
overcome the many problems this thesis reports on research that focused on the
improvement of the user participation practice. Therefore the main research
question in this PhD thesis is:
How can user participation in BPM implementation be successful?