Determining and Prioritizing Critical Success Factors in Business Process Management in Financial Institutions using ISM-ANP (A Case Study in Shiraz Bank Maskan)

Business Process Management (BPM) is an important activity in enhancing the operational competitiveness of organizations, on the other hand Critical Success Factors should be primarily recognized to help constitute and formulate a BPM. The purpose of this study is propose a framework to determine CSFs in the BPM of financial institutions. The data to be analyzed were gathered through questionnaires filled out by a sample of 25 Bank Maskan experts and deputy branch managers of Shiraz Branch, Iran. MATLAB, MS EXCEL and SUPERDECISION were used for analyzing the data gathered from questionnaires. The process of the research is so that it will primarily determine the relationship among the factors through interpretive structural modeling. Then the level and degree of association among factors will be illustrated in a chart. At the next step, the significance of each factor will be revealed, considering the network of relations through the ANP method.