A framework for socialisation of work practice for improving business process performance

Setiawan, Mukhammad Andri (2015). A framework for socialisation of work practice for improving business process performance PhD Thesis, School of Information Technology and Electrical Engineering, The University of Queensland. doi:10.14264/uql.2015.461

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Author Setiawan, Mukhammad Andri
Thesis Title A framework for socialisation of work practice for improving business process performance
School, Centre or Institute School of Information Technology and Electrical Engineering
Institution The University of Queensland
DOI 10.14264/uql.2015.461
Publication date 2015-03-27
Thesis type PhD Thesis
Open Access Status Other
Supervisor Shazia Sadiq
Total pages 155
Language eng
Subjects 080608 Information Systems Development Methodologies
150301 Business Information Management (incl. Records, Knowledge and Information Management, and Intelligence)
150310 Organisation and Management Theory
Formatted abstract
Due to the competitiveness of today’s ever changing environment, many organisations pursue continuous improvement of their business processes. This is also essential for achieving the ability to quickly adapt business processes to changes and new requirements emerging in the business and regulatory environment. Organisation can undertake business process improvement in two alternative ways where improvement can be sought externally and can be solicited internally. Both alternatives imply a learning phase within the organisation so that organisations can develop insights, knowledge from past activities, and future actions. While many organisations often follow the externally sourced improvement by employing so-called best practice reference models, it is not uncommon for externally sourced process improvement to face rejection from employees in the organisation due to unfamiliarity and the lack of trust. On the other hand, there is evidence that internally driven process improvement may remove such barriers, as supported by the social theory of positive deviance. The concept of positive deviance is based on the observation that there are certain individuals within every group or organisation who have special practices or strategies that enable them to achieve better performance on certain problems. Positive deviance lets an employee to adopt new approaches from peers, who are in the same community or organisation. Using this concept, organisations can look into successful past practices of various activities internally and use those successful past practices as a baseline towards improving the business process performance. There are several challenges in the utilisation of positive deviance notions for business process improvement. These include finding best past practices that will become the source of improvement, identifying the most suitable past practices in a way that it fits employee’s level of experience, and understanding the complexity of the business process and its implications for process improvement. This thesis presents an integrated framework called Socialisation of Work Practice that systematically addresses the above challenges to achieve internally driven business process improvement. The framework consists of a series of analytical data driven methods, which can be used to extract and analyse the stored information from past practices, and elicit them into meaningful recommendations. The applicability of the framework is evaluated through the development of prototype system, namely PRIMe system. PRIMe has been successfully used to test the effectiveness and efficiency of the developed methods as well as provide a usable front-end to business process users.
Keyword Process improvement
Process analysis
Process complexity
Positive deviance
Organisational learning

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Created: Thu, 19 Mar 2015, 11:56:07 EST by Mr Mukhammad Andri Setiawan on behalf of Scholarly Communication and Digitisation Service