A business process is a set of logically related tasks performed to achieve a defined business outcome [13]. Specifically, it is a sequence of activities to create value for the business, through activities that are manual, automated or a combination of both. An organisation coordinates a group of people and processes cohesively, to create a set of defined inputs and desired outputs that constitute value for the customer [14] and, thus, for the business. The organisation performs various processes in coordination with internal and external entities; hence, business processes are organisational assets. By observing and analysing a process, it is possible to evaluate its limitations and weakness and implement appropriate improvements which contribute to effective and efficient business operation [14, 15].

BPI is a management strategy in which the organisation implements various methodologies to identify the business areas where improvement can improve efficiency [1]. First, analysing existing operations and procedures enables investigating what could improve accuracy, effectiveness and efficiency, and modifying or redesigning the processes should lead to achieving the required improvements. The basis of the BPI principles is identifying the operations and workforce skills whose improvement would promote efficient and seamless procedures and efficient workflows and increase overall business growth. The fundamental assumption of BPI is that business process improvement can contribute to refinements and improvements; the operating assumption is that the major opportunity for improvement comes from within the organisation, rather from changing external elements like product mixes or pricing; it is a large claim to make, and it is questionable how many organisations are in such a position.