Abstract
This research aimed to identify the critical success factors in the implementation of business process management in organizations. To reach that goal, we conducted a literature review on the main BPM practices and then we conducted a case study in an organization that has gone through two experiences of process management: one unsuccessful and one successful. Comparatively analyzing both experiences, comparing them to the theoretical framework constructed, it was possible to identify a set of critical factors that must be considered by organizations that desire to adopt an orientation based on business processes.
