Evaluating Knowledge of Business Processes

Abstract

Any organization relies on processes/procedures in order to organize the operations. Those processes can be explicit (e.g. textual descriptions of workflow steps or graphical descriptions) or implicit (e.g. employees have learned by experience the steps needed to 'get things done'). A widely acknowledged fact is that processes change due to internal and/or external factors. How can managers make sure the employees know the last version of the process? The current practice is to test employees by multiple-choice questions. This paper proposes a novel knowledge-testing approach based on graphical and interactive questions. To validate our approach, we set up a single-factor controlled experiment with novices and experts in a faculty admission process. The results show that our approach has better results in terms of correct answers. [ABSTRACT FROM AUTHOR]