@article{katzenstein00process,
title = {Beneath the surface of organizational processes: a social representation framework for business process redesign},
address = {New York, NY, USA},
author = {Gary Katzenstein and F. Javier Lerch},
journal = {ACM Trans. Inf. Syst.},
number = {4},
pages = {383--422},
publisher = {ACM},
url = {http://portal.acm.org/citation.cfm?id=358108.358111},
volume = {18},
year = {2000},
abstract = {This paper raises the question, “What is an effective representation framework for organizational process design?” By combining our knowledge of existing process models with data from a field study, the paper develops criteria for an effective process representation. Using these criteria and the case study, the paper integrates the process redesign and information system literatures to develop a representation framework that captures a process' social context. The paper argues that this social context framework, which represents people's motivations, social relationships, and social constraints, gives redesigners a richer sense of the process and allows process redesigners to simultaneously change social and logistic systems. The paper demonstrates the framework and some of its benefits and limitations.},
issn = {1046-8188}, doi = {http://doi.acm.org/10.1145/358108.358111},
keywords = {cites.pclass mrefs research.bizInt.bpm research.is }
}
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