Reducing Requirements Heterogeneity in Enterprise System Projects -- A Case Study of Harmonizing and Optimizing Business Processes

Requirements heterogeneity is a crucial problem in enterprise system (ES) projects. Organizational units working divergently (e.g., due to regional differences) are a root cause. To encounter this problem, we analyze how the application of an upstream business process harmonization and optimization (BPHO) reduces requirements heterogeneity in ES projects. We conducted an in-depth longitudinal case study at one of the worldwide leading providers of technical, safety, and certification services over a period of four years. Applying BPHO, the company´s existing processes and roles were mapped on a small set of generic process steps and roles. Increased abstraction ability, willingness to change, and communication efficiency successfully reduced requirements heterogeneity. For researchers, we for the first time show BPHO reducing requirements heterogeneity in ES projects. Practitioners get first insights into how and why BPHO helps to reduce the heterogeneity of requirements and thus have a better basis for decisions about applying upstream BPHO.