Coloquio Nº 46 del DCS

5 de diciembre, 13:00 horas, sala 501 Torre 26, Facultad de Economía y Negocios

Título: Analysing Process Knowledge Through Process Stories
Expositor: Pedro Antunes, profesor Asociado Victoria University of Wellington, Nueva Zelanda

There are often gaps between the lived experiences of end users and the official versions of processes as espoused by organisations. To understand and address these gaps, we propose and evaluate process stories, a method to capture knowledge from end users based on storytelling theory. The method addresses two fundamental dimensions related to process knowledge: model-based behaviour, which encompasses formalis, controlled and often automated procedures and rules, and context-based behaviour, which embraces contingeny, improvisation and emergence. The method is evaluated by comparing process stories against process models officially supported by the participating organisations. Based on the research results, we draw several implications for theory development, process design and management, and also enterprise systems development.