Towards a toolbox for a process innovation laboratory-a case study of process innovation at genpact

Driven by the global competition, process innovation has been a challenge to large enterprises for many years. The research in this paper discusses about the theory and methods of Business Process Innovation (BPI) in designing Intelligent Supply Chains (ISC) in inter-organizations.We first review the BPI concepts, compare it with Business Process Improvement (BPIm) and Business Process Reengineering (BPR), and then build an analytical framework to define business process innovation from four different perspectives: management science, knowledge management, information technology and quality control/process improvement. Then we present the case study of Genpact, and based on the findings we formulate the challenges towards a toolbox for a process innovation laboratory. These guidelines are the main contributions of this paper.