Redesigning Computer-Supported Work Processes with Dual Information Systems: The Work Process Benchmarking Service.

Author List: KŠkšlŠ, Timo K.; Koota, Kalle I.;
Journal of Management Information Systems, 1999, Volume 16, Issue 1, Page 87-119.
The conceptual design of most computer-based information systems reflects a dualism of technology. During the development phase, part of the work-domain-related knowledge is formalized and encoded in the software, making it difficult for users to reflect on and use this knowledge. This design/use dualism contributes to the deterioration of the interpretive flexibility of information systems. The authors propose an information systems architecture called Dual Information Systems (DIS) that helps bridge the design/use dualism by providing organizations with a set of services that enable and reinforce both effective, institutionalized working and the questioning and (re)construction of computer-supported work routines. DIS have a four-layered conceptual structure: (1) people draw on the business layer to work and learn; (2) people use the breakdown layer to handle unexpected breakdowns; (3) self-organizing project teams use the project layer to create innovative work and IS (re)designs; and (4) the knowledge-sharing server stores these redesigns and makes them organizationally available to facilitate working and learning as well as subsequent redesign efforts. In this paper, the authors first outline the theoretical background, conceptual design, and generic services of DIS. Next, they elaborate on the work-process benchmarking service of DIS, which supports project teams in analyzing and redesigning computer-supported work through lateral sharing of knowledge of work processes between business units. Finally, they demonstrate the benchmarking service with the help of the ReDIS prototype.
Keywords: Dual Information Systems; organizational creation of knowledge; organizational interfaces; work-process benchmarking; work-process enactment and redesign; work-process modeling
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#240 0.157 systems information management development presented function article discussed model personnel general organization described presents finally computer-based role examined functional components
#146 0.115 work people workers environment monitoring performance organizations needs physical useful number personal balance perceptions create computer-based technological technologies investigation achievement
#43 0.098 architecture scheme soa distributed architectures layer discuss central difference coupled service-oriented advantages standard loosely table services classification layered included update
#81 0.089 applications application reasoning approach cases support hypertext case-based prototype problems consistency developed benchmarking described efficient practical address activity demonstrate effective
#95 0.079 learning mental conceptual new learn situated development working assumptions improve ess existing investigates capture advanced proposes types context building acquisition
#54 0.069 approach conditions organizational actions emergence dynamics traditional theoretical emergent consequences developments case suggest make organization point outcomes recent trajectory claims
#69 0.062 process business reengineering processes bpr redesign paper research suggests provide past improvements manage enable organizations regarding focal cycle creating issues
#211 0.062 service services delivery quality providers technology information customer business provider asp e-service role variability science propose logic companies especially customers
#135 0.056 project projects development management isd results process team developed managers teams software stakeholders successful complex develop contingencies problems greater planning