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Evaluating Business Process Quality in Technology Companies in the Digital Economy Context
Stepura T. М., Shayeganrad E. P.

Stepura, Tetiana М., and Shayeganrad, Elina P. (2025) “Evaluating Business Process Quality in Technology Companies in the Digital Economy Context.” Business Inform 7:293–309.
https://doi.org/10.32983/2222-4459-2025-7-293-309

Section: Economics of Enterprise

Article is written in Ukrainian
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UDC 005.336.3:658:004

Abstract:
The article presents a methodology for evaluating the quality of business processes of leading technology companies, developed considering the features of digital transformation of the economy, as well as the requirements for sustainable development. The main focus is on creating a convenient, systematic, and relevant approach to evaluating the quality of business processes, suitable for the needs of enhancing the economic efficiency of companies’ activities. The quality of business processes is interpreted as an integrated characteristic that encompasses key attributes (flexibility, customer centricity, innovativeness, stability, digital maturity, and others), which can be evaluated on relative scales based on benchmarking and expert evaluation. As part of the study, a system of criteria and indicators has been developed that reflects modern requirements for the quality of business processes in the digital age, particularly the ability of companies to adapt to changes in demand and technological environment. A step-by-step algorithm for collecting and verifying expert assessments using statistical tools for consistency checking (Kendall’s coefficient of concordance) has been proposed. The methodology was tested on the example of three global companies – Samsung, Apple, and Lenovo. A brief analysis of their economic indicators was conducted, an expert evaluation of the quality of business processes was carried out, and the strengths and weaknesses of the business processes in each company were identified. Recommendations have been developed taking into account the specifics of business models, and directions for improving the economic efficiency of business processes in the context of digital transformation have been proposed.

Keywords: quality, business processes, evaluation, consistency of expert assessments, digitalization, technology companies.

Fig.: 1. Tabl.: 5. Formulae: 5. Bibl.: 71.

Stepura Tetiana М. – Doctor of Sciences (Economics), Professor, Professor, Department of Enterprise Economics and Investments, Lviv Polytechnic National University (12 Stepana Bandery Str., Lvіv, 79013, Ukraine)
Email: [email protected]
Shayeganrad Elina P. – Student, Lviv Polytechnic National University (12 Stepana Bandery Str., Lvіv, 79013, Ukraine)
Email: [email protected]

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