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Information Systems Frontiers
Erschienen in: Information Systems Frontiers 5/2020

04.05.2019

Eliciting Process Knowledge Through Process Stories

verfasst von: Pedro Antunes, Jose A. Pino, Mary Tate, Alistair Barros

Erschienen in: Information Systems Frontiers | Ausgabe 5/2020

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Abstract

There are often gaps between the lived experiences of end users and the official version of processes as espoused by the organization. To understand and address these gaps, we propose and evaluate process stories, a method to capture knowledge from end users based on organizational storytelling and visual narrative theories. The method addresses two dimensions related to business processes: 1) coordination knowledge, explaining how activities enfold over time; and 2) contextual knowledge, explaining how coordination depends on other contingency factors. The method is evaluated by comparing process stories against process models officially supported by the participating organizations. The results suggest that process stories identify more activities, events, and actors than official processes, which are supported by a diversity of contextual elements. We then qualitatively analyse these elements to identify the contributions of process stories to process knowledge. Based on the quantitative and qualitative analysis, we draw several implications for business process management.
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Metadaten
Titel
Eliciting Process Knowledge Through Process Stories
verfasst von
Pedro Antunes
Jose A. Pino
Mary Tate
Alistair Barros
Publikationsdatum
04.05.2019
Verlag
Springer US
Erschienen in
Information Systems Frontiers / Ausgabe 5/2020
Print ISSN: 1387-3326
Elektronische ISSN: 1572-9419
DOI
https://doi.org/10.1007/s10796-019-09922-0

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