Eliciting Process Knowledge Through Process Stories
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Eliciting Process Knowledge Through Process Stories Pedro Antunes 1
&
Jose A. Pino 2 & Mary Tate 3 & Alistair Barros 3
# Springer Science+Business Media, LLC, part of Springer Nature 2019
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. Keywords Business processes . Process knowledge . Process stories
1 Introduction The problem of achieving effective communication between technical experts and end users of technology has been an ongoing challenge for several decades. An important challenge arises concerning the process component where the divide between Bofficial^ procedures and end users can be extensive. This divide is spanned by knowledge elicitation – the suite of skills and techniques used by an organization to understand and represent the viewpoints of important stakeholders. In this study, we present an original process * Pedro Antunes [email protected] Jose A. Pino [email protected] Mary Tate [email protected] Alistair Barros [email protected] 1
School of Information Management, Victoria University of Wellington, PO Box 600, Wellington 6140, New Zealand
2
Computer Science Department, Universidad de Chile, Casilla, 2777 Santiago, Chile
3
School of Information Systems, Queensland University of Technology, GPO Box 2434, Brisbane, QLD 4001, Australia
storytelling method and demonstrate its effectiveness in eliciting the user view of a process. We use the method to explore and gain insights about knowledge elicitation and the various sources of knowledge used to support process execution that can make knowledge elicitation more effective and reduce the gap between Bofficial^ processes and processes as experienced and understood by the end-user. Broadly speaking, business processes combine three major organisational components consisting of people, process and information technology (Ryan and Ko 2009). The process component captures essential knowledge on how to coordinate end users and information technology, what both do, what resources both need,
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