Background and Purpose: Self-organization in teams and Business Process Orientation have been subjects of many separate researches, yet there is lack of research actually joining it within a common research. The purpose of our research is to define a research model for new type of service organization - called SOPO (Self-Organised Process Organization). This model sets research base to determine SOPO’s maturity level and a self-assessment tool, helping new emergence or transitions of existing organization toward SOPO.
Methodology: We conducted a case researches in three ICT service companies, which were undergoing a transition process towards SOPO. We conducted several in-depth, un-structured and structured part of interviews with employees holding three different positions in each organization. Hereby we present the researched organisation with most explicit case.
Results: We defined the key elements of the model and tested it in a case research. Key elements are Self-Organised Work Teams (SOWT) and Business Process Orientation (BPO). Both SOWT and BPO are positively affecting level of SOPO. Level of SOPO is positively related to both, enthusiasm of personnel to work in self-organised environment and perceived Quality of Service (QS).
Conclusion: SOPO model can be used: (1) in existing companies as a blueprint for SOPO implementation, (2) to assess the maturity level of companies reinventing their organizational structure, and (3) helping SOPO organizations to structure changes toward higher service quality. SOPO model is a viable starting point in further research. Further verification of the SOPO model by a quantitative research is needed.
