Beneath the surface of organizational processes: A social representation framework for business process redesign

ACM Transactions on Information Systems

Volumn 18, Issue 4, 2000, Pages 383-422

  Katzenstein, Gary ^a   Lerch, F Javier ^b  

^a HONG KONG UNIVERSITY OF SCIENCE AND TECHNOLOGY   (Hong Kong)

^b CARNEGIE MELLON UNIVERSITY   (United States)

Author keywords

Business process redesign; Organizational change; Process representation

Indexed keywords

EID: 0012692974     PISSN: 10468188     EISSN: None     Source Type: Journal    
DOI: 10.1145/358108.358111     Document Type: Article

References (90)

1. AGOSTINI, A., DE MICHELIS, G., GRASSO, M. A., AND PATRIARCA, S. 1993. Reengineering a business process with an innovative workflow management system: A case study. Proceedings of COOCS '93, 154-65.
2. AVISON, D. E. AND WOOD-HARPER, A. T. 1990. MULTIVIEW: An Exploration in Information Systems Development. Blackwell Scientific Publications, Oxford.
3. BANNON, L. J. 1995. Representations of work: The politics of design: Representing work, Communications of the ACM 38, 9, 66-68.
4. BARLEY, S. 1986. Technology as an occasion for restructuring. Administrative Science Quarterly 31, 1, 78-108.
5. BARUA, A., LEE, C. H. S., AND WHINSTON, A. B. 1996. The calculus of engineering. Information Systems Research 7, 4, 409-428.
6. BASHEIN, B., MARKUS, L., AND RILEY, P. 1994. Preconditions for BPR success. Information Systems Management 11, 2, 7-13.
7. BOSTROM, R. P. AND HEINEN, J. S. 1977. MIS problems and failure: a sociotechnical perspective (Part I). MIS Quarterly 1, 3, 17-32.
8. CARROLL, J. M., THOMAS, J. C., AND MALHOTRA, A. 1980. Presentation and representation in design problem-solving. British Journal of Psychology 71, 1, 143-153.
9. CHECKLAND, P. AND SCHOLES, J. 1990. Soft Systems Methodology in Action. Wiley, New York.
10. CLEMONS, E. K., THATCHER, M. E., AND Row, M. C. 1995. Identifying sources of reengineering failures: A study of the behavioral factors contributing to reengineering risks. Journal of Management Information Systems 12, 2, 9-36.
11. CULE, P. E. 1995. Business process reengineering: Theory and practice - views from the field. In V. Grover and W. J. Kettinger (Eds.), Business Process Change. Idea Group Publishing, Harrisburg, PA, 230-249.
12. CUMMINGS, T. G. AND MARKUS, M. L. 1979. A socio-technical systems view of organizations. In C. L. Cooper (Ed.), Behavioral Problems in Organizations. Prentice Hall, Englewood Cliffs, NJ, 59-77.
13. DAVENPORT, T. 1993. Process Innovation. Harvard Business School Press, Boston, MA.
14. DAVENPORT, T. 1995. The fad that forgot people. Fast Company 1, 1, 70.
15. DAVENPORT, T. H. AND STODDARD, D. B. 1994. Reengineering: Business change of mythic proportions? MIS Q. 18, 2, 121-127.
16. DOUMEINGTS, G. AND BROWNE, J. 1997. Modeling Techniques for Business Process Reengineering and Benchmarking. Chapman & Hall, London.
17. DRAZIN, R. AND SANDELANDS, L. 1992. Autogenesis: A perspective on the process of organizing. Organization Science 3, 2, 230-249.
18. EDEN, C. AND ACKERMANN, F. 1989. Strategic options development and analysis (SODA) -using a computer to help with the management of strategic vision. In Doukidis, F. Land, G. Miller (Eds.), Knowledge-based Management Support Systems, Ellis Horwood, UK, 198-207.
19. EDEN, C., ACKERMANN, F., AND CROPPER, S. 1992. The analysis of cause maps. Journal of Management Studies, 29, 3, 309-324.
20. EIN-DOR, P. AND SEGEV, E. 1978. Organizational context and the success of management information systems. Management Science 24, 1, 23-35.
21. FISCHHOFF, B., SLOVIC, P., AND LICHTENSTEIN, S. 1978. Fault trees: Sensitivity of estimated failure probabilities to problem representation. Journal of Experimental Psychology: Human Perception and Performance 4, 2, 330-344.
22. GALBRAITH, J. 1973. Designing Complex Organizations. Addison-Wesley, Reading, MA.
23. GANE, C. AND SARSON, T. 1979. Structured Systems Analysis: Tools and techniques. Prentice-Hall, Englewood Cliffs, NJ.
24. GERSON, E. M. AND STAR, S. L. 1986. Analyzing due process in the workplace. ACM Transactions on Office Information Systems 4, 3, 257-270.
25. GIDDENS, A. 1979. Central Problems in Social Theory: Action, Structure, and Contradiction in Social Analysis. University of California Press, Berkeley, CA.
26. GITLOW, H., GITLOW, S., OPPENHEIM, A., AND OPPENHEIM, R. 1989. Tools and Methods for the Improvement of Quality. Irwin, Homewood, IL.
27. GROVER, V., JEONG, S. R., KETTINGER, W. J., AND TENG, J. T. C. 1995. The implementation of business process reengineering. Journal of Management Information Systems, 12, 1, 109-144.
28. GROVER, V. AND KETTINGER, W. J., EDS. 1995. Business Process Change. Idea Group Publishing, Harrisburg, PA.
29. HAMMER, M. 1990. Reengineering work: Don't automate, obliterate. Harvard Business Review, (July-August), 104-112.
30. HAMMER, M. AND CHAMPY, J. 1993. Reengineering the Corporation. Harper Business, New York.
31. HAMMER, M. AND STANTON, S. A. 1995. The Reengineering Revolution. Harper Business, New York.
32. HARRINGTON, H. J. 1991. Business Process Improvement. McGraw-Hill, New York.
33. HOLT, A. W. 1988. Diplans: A new language for the study and implementation of coordination. ACM Transactions on Office Information Systems, 6, 2, 109-125.
34. HUCKVALE, T. AND OULD, M. 1995. Process modeling - Who, what and how. In V. Grover and W. J. Kettinger (Eds.), Business Process Change. Idea Group Publishing, Harrisburg, PA, 230-249.
35. JONES, D. R. AND SCHKADE, D. A. 1995. Choosing and translating between problem representations. Organizational Behavior and Human Decision Processes 61, 2, 214-223.
36. KAPLAN, C. A. AND SIMON, H. A. 1990. In search of insight. Cognitive Psychology 22, 374-419.
37. KETTINGER, W. J. AND GROVER, V. 1995. Special section: Toward a theory of business process change management. Journal of Management Information System 12, 1, 9-30.
38. KLEIN, G. A. 1992. Using knowledge engineering to preserve corporate memory. In R. R. Hoffman (Ed.), The Psychology of Expertise: Cognitive Research and Empirical AI. Erlbaum, Hillsdale, NJ, 170-190.
39. KLING, R. AND LACONO, S. 1984. Computing as an occasion for social control. Journal of Social Issues 40, 3, 77-96.
40. LAND, F. F. 1985. Is an information theory enough?, Computer Journal 28, 3, 211-215.
41. LARKIN, J. H. AND SIMON, H. A. 1987. Why a diagram is (sometimes) worth ten thousand words. Cognitive Science 11, 65-99.
42. LEDERER, A. AND NATH, R. 1991. Managing organizational issues in information systems development. Journal of Management Systems 42, 11, 23-28.
43. MALONE, T. W. 1987. Modeling coordination in organizations and markets. Management Science 33, 10, 1317-1332.
44. MALONE, T. W. AND CROWSTON, K. 1994. The interdisciplinary study of coordination. ACM Computing Surveys 26, 1, 87-119.
45. MARCH, J. G. 1981. Footnotes to change. Administrative Science Quarterly 26, 4, 563-577.
46. MARCH, J. G. AND SIMON, H. A. 1958. Organization. Wiley, New York.
47. MARKUS, L. 1983. Power, politics, and MIS implementation. Communications of the ACM 26, 6, 430-444.
48. MARKUS, L. AND KEIL, M. 1994. If we build it they will come: Designing information systems that users want to use. Sloan Management Review 35, 4, 11-25.
49. MAYER, R. J., BENJAMIN, P. C., CARAWAY, B. E., AND PAINTER, M. K. 1995. A framework and a suite of methods for business process reengineering. In V. Grover and W. J. Kettinger (Eds.), Business Process Change: Reengineering Concepts, Methods, and Technologies. Idea Group Publishing, Harrisburg, PA, 245-290.
50. McCANN, J. E. AND FERRY, D. L. 1979. An approach for assessing and managing inter-unit interdependence. Academy of Management Review 4, 1, 113-119.
51. MCCANN, J. E. AND GALBRAITH, J. R. 1981. Interdepartmental relations. In P. C. Nystrom and W. H. Starbuck, Handbook of Organization Design, Vol. 2, Oxford University Press, Oxford, 60-84.
52. MUMFORD, E. 1983. Designing Human System for New Technology: The ETHICS Method. Manchester Business School, Manchester.
53. NELSON, R. R. AND WINTER, S. G. 1982. An Evolutionary Theory of Economic Change. Harvard University Press, Cambridge, MA.
54. NEWELL, A. AND SIMON, H. A. 1972. Human Problem Solving. Prentice-Hall, Englewood Cliffs, NJ.
55. NONAKA, I. 1994. Dynamic theory of organizational knowledge creation. Organization Science 5, 1, 14-37.
56. ORLIKOWSKI, W. J. 1993. CASE Tools as Organizational Change: Investigating Incremental and Radical Changes in System Development; MIS Quarterly 17, 3, 309-340
57. ORLIKOWSKI, W. J. 1996. Improvising organization transformation over time: A situated change perspective. Information System Research 7, 1, 63-92.
58. PASMORE, W. A. AND SHERWOOD, J. J. 1978. Sociotechnical Systems: A Sourcebook. University Associates, La Jolla, CA.
59. PAVA, C. 1990. Redesigning sociotechnical systems design: concepts and methods for the 1990s. Journal of Applied Behavioral Science 22, 3, 201-221.
60. PENTLAND, B. T. 1992. Organizing moves in software support hotlines. Administrative Science Quarterly 37, 4, 527-548.
61. PENTLAND, B. T. 1995. Grammatical models in organizational processes. Organization Science 6, 5, 541-556.
62. PENTLAND, B. T. AND REUTER, H. H. 1994. Organizational routines as grammars of action. Administrative Science Quarterly 39, 3, 484-510.
63. PFEFFER, J. AND SALANCIK, G. 1978. The External Control of Organizations. Harper and Row, New York.
64. PONDY, L. R. 1970. Toward a theory of internal resource allocation. In Mayer N. Zald (Ed.), Power in Organizations. Vanderbilt University Press, Nashville, TN, 270-311.
65. QUINN, B. J., ANDERSON, P., AND FINKLESTEIN, S. 1996. Leveraging intellect. Academy of Management Executive 10, 3, 7-27.
66. RAMPRASAD, A. AND POON, E. A. 1985. A computerized interactive technique for mapping influence diagrams (MIND). Strategic Management Journal 6, 4, 377-392.
67. REYNOLDS, B. 1994. The rap on reengineering. Computerworld, September 26.
68. RICHARDSON, G. P. AND PUGH, A. L. 1981. Introduction to System Dynamics Modeling with DYNAMO. MIT Press, Cambridge, MA.
69. RUMMLER, G. A. AND BRANCHE, A. P. 1995. Improving Performance: How to Manage the White Space on the Organization Chart. Jossey-Bass Publishers, San Francisco.
70. SACHS, P. 1995. Transforming work: Collaboration, learning, and design. Communications of the ACM 38, 9, 36-44.
71. SCHEER, A.-W. 1994. ARIS Toolset: a software product is born. Information System 19, 8, 607-24.
72. SIMON, H. A. 1964. On the concept of organizational goals. Administrative Science Quarterly 9, 1-22.
73. SIMON, H. A. AND HAYES, J. R. 1964. The understanding process: Problem isomorphs. Cognitive Psychology 8, 165-190.
74. SINGH, B. AND REIN, G. L. 1992. Role interaction nets (RINS): A process description formalism. Technical Report CT-083-92. Austin, TX. Microelectronics and Computer Technology Corporation.
75. SMITH, G. F. 1989. Representation effects of the solving of an unstructed decision problem. IEEE Transactions on System, Man, and Cybernetics 19, 5, 1083-1090.
76. STODDARD, D. AND JARVENPAA, S. 1995. Reengineering: It doesn't have to be all or nothing. Harvard Business Review (November-December), 16-17.
77. STRAUSS, G. 1962. Tactics of lateral relationship: The purchasing agent. Administrative Science Quarterly 7, 2, 601-168.
78. STRONG, D. M. AND MILLER, S. M. 1995. Exceptions and exception handling in computerized information processes. ACM Transactions on Information Systems 13, 2, 206-233.
79. SUCHMAN, L. 1983. Office procedures as practical action: Models of work and system design. ACM Transactions on Office Information Systems 1, 4, 320-328.
80. SUCHMAN, L. 1995. Representations of work. Communications of the ACM 38, 9, 34-68.
81. TAYLOR, J. C. AND FELTEN, D. F. 1993. Performance by Design: Sociotechnical Systems in North America. Prentice-Hall, Englewood Cliffs, NJ.
82. TENG, J. T. C., SEUNG, R. J., AND GROVER, V. 1998. Profiling successful reengineering projects. Communications of the ACM, 41, 6, 96-102.
83. THOMPSON, J. 1967. Organizations in Action: Social Science Bases of Administrative Theory. New York: McGraw-Hill.
84. VICTOR, B. AND BLACKBURN, R. S. 1987. Interdependence: An alternative conceptualization. Academy of Management Review, 12, 3, 486-498.
85. WEICK, K. 1979. The Social Psychology of Organizing (2nd ed.). Random House, New York.
86. WHITE, J. B. 1996. 'Next big thing': Re-engineering gurus take steps to remodel their stalling vehicles. Wall Street Journal (November 26), pp. A1, A6.
87. WINOGRAD, T. AND FLORES, F. 1986. Understanding Computers and Cognition: A New Foundation for Design. Ablex Publishing, Norwood, NJ.
88. Yu, E. AND MYLOPOULOS, J. 1994. Using goals, rules, and methods to support reasoning in business process reengineering. Proceedings of the 27th Annual Hawaii International Conference on Systems Sciences (Hawaii, January), 4, 234-243.
89. Yu, E. AND MYLOPOULOS, J. 1995. From E-R to 'A-R'-Modeling strategic/actor relationships for business process reengineering. International Journal of Cooperative Information Systems 4, 2 & 3, 125-144.
90. ZUBOFF, S. 1988. In the Age of the Smart Machine. Basic Books, New York.