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Conceptualization and Design of Process Guidance Systems

Morana, Stefan

Abstract (englisch):
Organizations define processes and implement enterprise systems to support their employees in executing the processes and increasing their performance. Facilitating an effective use of enterprise systems and an execution of the implemented processes in accordance with their specifications, employees need to be equipped with the necessary process knowledge. In particular, novice users require support, as they typically have only limited knowledge about the various processes of an organization. Expert users may also require support in handling exceptional situations in their process execution. Addressing the potential knowledge gap of novices and experts, organizations offer traditional support structures, such as trainings, helpdesks, or handbooks, to provide knowledge on how to execute processes and use the corresponding enterprise systems. However, there isstrong empirical evidence that traditional support structures are not as effective as indented. One reason for the limited effectiveness is that traditional support structures often do not provide the necessary knowledge during the actual process execution. Thus, users often struggle in handling the processes, since they do not remember all necessary process steps due to a lack of process knowledge. ... mehr

Zugehörige Institution(en) am KIT Institut für Informationswirtschaft und -management (IISM)
Karlsruhe Service Research Institute (KSRI)
Publikationstyp Hochschulschrift
Publikationsjahr 2015
Sprache Englisch
Identifikator KITopen-ID: 1000057117
Abschlussart Dissertation
Bemerkung zur Veröffentlichung Dissertation, Universität Mannheim, 2015
KIT – Die Forschungsuniversität in der Helmholtz-Gemeinschaft
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