Improving business process management for product-centric service organization: the case of aerospace maintenance project

Authors

  • Adrianne Moreira University of Quebec in Trois-Rivieres Canada
  • Darli Rodrigues Vieira University of Quebec at Trois-Rivières (UQTR) Canada
  • Alencar Bravo University of Quebec in Trois-Rivieres Canada
  • Christophe Bredillet University of Quebec in Trois-Rivieres Canada

Keywords:

Business process management, Aeronautical industry, MRO, Maintenance, Case study

Abstract

Aerospace maintenance, repair, and overhaul (MRO) organization is a complex process that has elements of the traditional manufacturing industry and service industry. One of the challenges is to recognize the balance of strategic goals between both sides. Because aerospace maintenance has strict and high-quality requirements defined by airworthiness regulations, this paper focuses on improving a service-oriented process adaptation to quality regulations and customer demands with business process management approaches. The paper studies the role of business process management to improve process flexibility and performance. A case study of a large corporation is conducted to identify the business process management (BPM) context of the organization and process activities through interviews and participant-observation techniques. The methodology and BPM approach are valuable ways to improve process flexibility to achieve performance goals.

Author Biographies

  • Adrianne Moreira, University of Quebec in Trois-Rivieres Canada

    Adrianne Moreira holds a bachelor’s degree and M. Sc. degree in Civil Engineering from the Federal University of Espirito Santo. She developed computational models to measure service life and support decision-making of managers. During her master’s programme in project management at the University of Quebec in Trois-Rivieres (UQTR), she started working in methods to improve process management in aeronautical projects. Her education has allowed her to become proficient in methods to improve processes, project management and models to help with decision-making. She currently works as a lecturer and a researcher at the UQTR. Her research focuses on the development of process management strategies and continuous quality improvement on project management.

  • Darli Rodrigues Vieira, University of Quebec at Trois-Rivières (UQTR) Canada

    Darli Rodrigues Vieira Professor in Project Management Holds the research chair in Management of Aeronautical Projects – Université du Québec à Trois-Rivières (UQTR)

  • Alencar Bravo, University of Quebec in Trois-Rivieres Canada

    Alencar Bravo is a doctor in engineering from the University of Quebec at Trois-Rivières, and he is a professor of project management at the same university. He also holds two professional master’s degrees in mechanical engineering from the National Institute of Applied Sciences in Lyon (France) and the Technical University of Catalonia (Spain). He has significant experience in the field of industrial research and in development projects of high technical complexity, especially in the automotive and aeronautical fields. Other areas of research interest include eco-design tools, techniques and methods; life cycle management and total cost of ownership; uncertainty and risk management; customer behavior; and management and support systems in projects.

  • Christophe Bredillet, University of Quebec in Trois-Rivieres Canada

    Christophe Bredillet, PhD, D.Sc., IPMA Level A, FAPM, is full professor of organizational project management at the Management Department, School of Business, Université du Québec à Trois-Rivières (UQTR). He is Dean of the UQTR School of Business, and Director of the doctoral program. From 2012 to 2015, he was the Director of the QUT Project Management Academy. Before joining QUT, he was Senior Consultant World Bank and, from 1992 to 2010, he was the Dean of Postgraduate Programs and Professor of Strategic Management and Project, Programme and Portfolio Management (P3M) at ESC Lille. To date, he has been principal supervisor of 41 doctoral students. Pr. Bredillet's main interests and research activities are in the field of Philosophy of Science and Practice in P3M. He is member of 4 international editorial boards and was Editor-in-Chief of Project Management Journal® between 2004 and 2012. He received the IPMA Research Achievement Award 2016 for the outstanding contribution to project related knowledge through research and the prestigious Manfred Saynish Foundation for Project Management (MSPM) – Project Management Innovation Award for his contribution to a philosophy of science with respect to complex project management (2012). Prof Bredillet is widely published and a frequent speaker at international conferences and events related to P3M.

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Published

2022-05-20

Issue

Vol. 7 No. 4 (2020): The Journal of Modern Project Management

Section

Articles-JMPM

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Copyright (c) 2022 Adrianne Moreira, Darli Rodrigues Vieira, Alencar Bravo, Christophe Bredillet

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How to Cite

Improving business process management for product-centric service organization: the case of aerospace maintenance project. (2022). The Journal of Modern Project Management, 7(4). https://journalmodernpm.com/manuscript/index.php/jmpm/article/view/JMPM02212

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