When cognitive biases lead to business process management issues

Abstract

There is a broad consensus that design decision making is important for Business Process Management success. Despite many business process design approaches and practices that are available, the quality of business process analysis and design relies heavily on human factors. Some of these factors concern cognitive biases. In this paper, we explore the role of cognitive biases in four key issues regarding the design-time phases of the business process management lifecycle. We outline some research directions that may help us understand and improve the effects of cognitive biases in the design-related practices of business process management.