The Socio-Technical Walkthrough for Participatory Process Design

Zusammenfassung

Service processes rely on a multitude of stakeholders in a company. To name the most prominent roles, company executives build and maintain an overall strategy of service provision, service managers plan and implement services and employees in operative divisions execute concrete steps of service processes according to the company's strategy. As an example for further stakeholders possibly involved, sub-contractors carrying out pre-defined process parts can be taken. In our work with service providers from different domains, we learned that service process management could benefit from integrating and actively involving these stakeholders in the creation and improvement of processes. This becomes even more beneficial when service processes are implemented on an international scale: In such settings, not only local stakeholders provide important insights into processes, but also remote employees from a target destination are needed to build and adapt suitable service processes.