Beneath the surface of organizational processes: a social representation framework for business process redesign
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ACM Trans. Inf. Syst. 18 (4): 383--422 (2000)

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.
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