BIBLIOS

Document type
Journal articles

Document subtype
Full paper

Title
Eliciting Process Knowledge Through Process Stories

Participants in the publication
Pedro Antunes (Author)
Dep. Informática
LASIGE
Jose A. Pino (Author)
Mary Tate (Author)
Alistair Barros (Author)

Summary
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.


Where published
Information Systems Frontiers

Publication Identifiers
ISSN - 1387-3326

Publisher
Springer Science and Business Media LLC



Document Identifiers
DOI - https://doi.org/10.1007/s10796-019-09922-0
URL - http://dx.doi.org/10.1007/s10796-019-09922-0

Rankings
Google Metrics (2022) - 49
Web Of Science Q1 (2020) - 6.191 - COMPUTER SCIENCE, INFORMATION SYSTEMS - SCIE
SCIMAGO Q1 (2020) - 1.086 - Information Systems
SCOPUS Q1 (2020) - 8.5 - Information Systems