Business process modeling for non-uniform work

Abstract

Business process and workflow models play important role in developing information system integration and later training of its usage. New ways of working and information system usage practices are designed with as-is and to-be process models, which are implemented into system characteristics. However, after the IS implementation the work practices may become differentiated. Variety of work practices on same business process can have unexpected and harmful social and economic consequences in IS-mediated work environment. This paper employs grounded theory methodology and a case study to explore non-uniformity of work in a retail business organization. By differentiating two types of non-uniform work tasks, the paper shows how process models were designed with less effort, yet maintaining the required amount of uniformity by the organization and support for employees' uniform actions. In addition to process model designers, the findings help organizations struggling with IS use practices' consistency to separate practices that may emerge most harmful and practices that are not worth to alter. © 2009 Springer Berlin Heidelberg.