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This paper presents the findings of a Business Process Management (BPM) initiative aimed at enhancing the on-site annual physical examination (APE) process at the Health Services Unit of United Service Delivery (USD). Guided by the socio-technical systems (STS) theory, BPM was employed to propose an Intelligent BPM System (iBPMS) that addresses both process efficiency and human adaptability. Qualitative data were gathered through interviews, participant observations, and document reviews, revealing limitations in both the technical and human elements of the current system. The result of the study is an improved APE process for USD. The proposed iBPMS seeks to resolve these inefficiencies, demonstrating the value of BPM from a socio-technical perspective in healthcare settings. The approach detailed in this study can be applied to similar healthcare systems. A follow-up study is recommended post-implementation to evaluate the system’s effectiveness through the lens of the BPM lifecycle and the Unified Theory of Acceptance and Use of Technology (UTAUT).

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Improving the Annual Physical Examination Process of a Service Organization: A Case Study Using the Socio-Technical Systems Theory

  • 会议论文

  • 发表日期：

    2026年

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  • Mary Jane B. Arcilla,
  • Ma. Rowena Caguiat

摘要

This paper presents the findings of a Business Process Management (BPM) initiative aimed at enhancing the on-site annual physical examination (APE) process at the Health Services Unit of United Service Delivery (USD). Guided by the socio-technical systems (STS) theory, BPM was employed to propose an Intelligent BPM System (iBPMS) that addresses both process efficiency and human adaptability. Qualitative data were gathered through interviews, participant observations, and document reviews, revealing limitations in both the technical and human elements of the current system. The result of the study is an improved APE process for USD. The proposed iBPMS seeks to resolve these inefficiencies, demonstrating the value of BPM from a socio-technical perspective in healthcare settings. The approach detailed in this study can be applied to similar healthcare systems. A follow-up study is recommended post-implementation to evaluate the system’s effectiveness through the lens of the BPM lifecycle and the Unified Theory of Acceptance and Use of Technology (UTAUT).