Theoretical Foundations of the Socio-Technical Walkthrough

Kai-Uwe Loser (), Michael Prilla () and Thomas Herrmann ()
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Kai-Uwe Loser: Ruhr-University of Bochum
Michael Prilla: Ruhr-University of Bochum
Thomas Herrmann: Ruhr-University of Bochum

Chapter C.3 in Implementing International Services, 2011, pp 293-308 from Springer

Abstract: Zusammenfassung In this book, process modeling with SeeMe (see chapter B.1) and participatory process design with the Socio-Technical Walkthrough (STWT, see chapter B.2) are presented as methods for international service planning and implementation. These methods were used in three case studies to capture the complex interdependencies present in international process landscapes, and to elicit and cope with the special characteristics of these processes. In the case studies, we often encountered situations in which different stakeholders had different perspectives of the processes they were involved with in mind. Additionally, often there was no common artifact they could relate to for discussing service processes. Hence, stakeholders found it hard to adapt processes to properties of clients and locations. Both SeeMe and the STWT were found to diminish these problems.

Keywords: Mental Model; Work Process; Service Process; Explicit Model; Cooperative Work (search for similar items in EconPapers)
Date: 2011
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-8349-6445-8_17

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DOI: 10.1007/978-3-8349-6445-8_17

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