Assessing Process Attribute Visualization and Interaction Approaches Based on a Controlled Experiment

Ensuring the smooth and efficient execution of business processes requires a continuous process quality assessment and optimization. Process optimization exploits process attributes and their values, e.g. cost or duration of a process task, in order to derive, for example, control flow adaptations. The complexity of the analysis can range from a few to a plethora of attributes, e.g. machining times and sensor parameters in the manufacturing domain. Hence, it is crucial to support single and multiple users (e.g. process analysts) in visually exploring process attributes and their values. Specifically, comparing and assessing different visualization and interaction approaches with respect to their efficiency is required in order to offer the most suitable approach to users for a specific analysis task. However, such assessments are currently missing. To close this gap, this paper assesses three visualization and interaction approaches, i.e. 2D, 3D, and 3D with virtual reality (VR) support, based on a controlled experiment. We choose the process modeling standard Business Process Modeling and Notation (BPMN) as 2D approach. 3DViz is introduced as 3D approach with focus on attribute representation, and additionally augmented with VR. A statistically significant difference between the approaches can be observed with respect to their efficiency.

A Business Process Analysis Methodology Based on Process Mining for Complaint Handling Service Processes

To improve the service quality of complaint handling service in a manufacturing company, it is key to analyze the business processes. Process mining is quite a useful approach to diagnose complaint handling service process problems, such as bottlenecks and deviations. However, the current business process analysis methodologies based on process mining mainly focus on operational process analysis and neglect other system level analysis. In this study, we introduce the method of Accimap from the discipline of accident analysis to analyze the diagnosis results of process mining. By creating a complaint handling service process management Accimap model, the process mining results analysis can be carried out across different system levels. A case study in a big manufacturing company in China is implemented to verify our approach. In the case study, 42 complaint handling process management factors are identified and the complaint handling process management Accimap model is created. The testing results by Rasmussen’s seven predictions in his risk management framework show that Accimap method presents a systematic approach to analyze the process diagnosis results based on process mining.

Exploring the relationship between business process improvement and employees’ behavior

Purpose

The purpose of this paper is to empirically investigate and clarify the relationship between business process improvement and employees’ behavior. More precisely, the purpose is to test whether a business process improvement initiative has a positive impact on performance and employees’ behavior, namely, motivation, communication and knowledge sharing.

Design/methodology/approach

The empirical research of this paper was conducted in the year 2013 in an ICT company on 52 employees who worked in the company’s R&D Centre. Business process improvement is analyzed in the change of work method for software development. Two projects of software development were observed. The data about the projects were collected by using the company’s documentation. The data about employees’ behavior were collected by a specially designed questionnaire.

Findings

Business process improvement led to better results and overall performance. Furthermore, it was found that business process improvement enhanced three important elements of employees’ behavior. These are motivation, communication and knowledge sharing.

Research limitations/implications

The main limitations of this study are small research sample, focusing on just the way of business process improvement and on only one company. Therefore, the results cannot be generalized and considered as being generally accepted.

Practical implications

The findings of this study could be useful for ICT companies because it shows the benefits of the Kanban method.

Originality/value

The major contribution of this study is to prove the positive impact of business process improvement initiatives on overall performance and on the special elements of employees’ behavior. This cognition enhances the existing knowledge on business process improvements.

Knowledge Audit Approach for a Large-Scale Government KM Strategy

The promise of increased organizational performance has brought about a high level of interest for knowledge management (KM). Organizations and Governments are also actively launching KM projects to meet increasing needs of high quality and responsiveness. This interest has contributed to the development of various aspects of KM, but has also underscored a lack of effective methods, as evidenced by the sheer number of proposed approaches, along with a lingering scepticism about their relevance in practice. In this article, we argue for the necessity for a more global and high level analysis for orienting KM strategic planning and propose different steps to go about it. We used an action research approach in the context of Quebec's efforts in planning a global and integrated KM strategy for managing its water related knowledge. This research project shows that the proposed auditing approach provided a useful guide to identify critical issues and projects in KM planning, particularly in a complex and large-scale governmental environment.