Process training to support change necessary within the scope of process implementation

Abstract

Introducing new or modified business processes is a change task that so far has played only a minor role within the discussion of business process management. Process training - if properly designed - can contribute significantly to ensure that all parties involved can quickly and easily acquire the required process competence (knowledge, skills, will and permission). They are therefore effective tools of change management. In this paper we will draft the requirements of process training and will highlight the proposed approach using an actual case study. In addition to technical and organizational aspects we consider process competence (the "human factor") as a third important criterion in successful Business Process Management (BPM). © 2011 Springer-Verlag.