This work presents a content-rich set of studies that adhere to international research methods standards. A large number of business process management references are presented in addition to well-known organisational theories. All of the research tasks are explained thoroughly to allow other researchers and practitioners to benefit, not only from the results, but also from the reuse of the step-by-step description of the qualitative and quantitative methods presented. Some results were found to contradict currently acceptable norms, such as stakeholders' direct relationships with each other being more critical than their communication process.