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.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
Similar content being viewed by others
References
Argyris, C.; Schön, D.A. (1996): Organizational learning II: Theory, method, and practice, Addison-Wesley, Boston, MA, USA 1996.
Bannon, L.J. (1995): The politics of design: representing work. In: Communications of the ACM, Vol. 38 (1995) 9, pp. 66–68.
Bowers, J. (1992): The politics of formalism. In: Contexts of computer-mediated communication. Ed.: Lea, M. Harvester Wheatsheaf, Upper Saddle River, NJ, USA 1992, pp. 232–261.
Carell, A.; Herrmann, T.; Kienle, A.; Menold, N. (2005): Improving the Coordination of Collaborative Learning with Process Models. Paper presented at the Conference on Computer support for Collaborative Learning: Learning 2005: the next 10 years! , Taipei, Taiwan 2005.
Ehn, P. (1988): Work Oriented Design of Computer Artifacts, Almqvist & Wiksell International, Stockholm 1988.
Fischer, G. (2005): Beyond Binary Choices: Understanding and Exploiting Trade-Offs to enhance Creativity. In: Computational and Cognitive Models of Creative Design. Eds.: Gero, J.S.; Maher, M.L. Key Centre of Design Computing and Cognition, University of Sydney, Sydney, Australia 2005, pp. 71–92.
Giddens, A. (1984): Elements of the Theory of Structuration. In: The Constitution of Society: Outline of the Theory of Structure. Ed.: Giddens, A. University of California Press, Berkeley, CA, USA 1984, pp. 1–40.
Goguen, J. (1993): On Notation. In: TOOLS 10: Technology of Object-Oriented Languages and Systems. Eds.: Magnusson, B.; Meyer, B.; Perrot, J.-F. Prentice-Hall, Upper Saddle River, NJ, USA 1993, pp. 5–10.
Greenbaum, J.; Kyng, M. (1992): Design at work: cooperative design of computer systems, Lawrence Erlbaum Associates, Mahwah, NJ, USA 1992.
Herrmann, T.; Hoffmann, M.; Kunau, G.; Loser, K.-U. (2002): Modeling Cooperative Work: Chances and risks of structuring. In: Cooperative Systems Design: A Challenge of the Mobility Age. Eds.: Blay-Fornarino, M.; Pinna-Dery, A.M.; Schmidt, K.; Zarate, P. IOS Press, Fairfax, VA, USA 2002, pp. 53–70.
Herrmann, T.; Hoffmann, M.; Kunau, G.; Loser, K.U. (2004): A modeling method for the development of groupware applications as socio-technical systems. In: Behaviour & Information Technology, Vol. 23 (2004) 2, pp. 119–135.
Kunau, G. (2006): Facilitating computer supported cooperative work with socio-technical self-descriptions, Dissertation, Universität Dortmund 2006.
Larkin, J.H.; Simon, H.A. (1987): Why a Diagram is (Sometimes) Worth Ten Thousand Words. In: Cognitive Science, Vol. 1987 (1987) 11, pp. 68–100.
Luhmann, N. (1987): Soziale Systeme: Grundriss einer allgemeinen Theorie, Suhrkamp, Frankfurt am Main 1987.
Maturana, H.R. (1975): The Organization of the Living: A Theory of the Living Organization. In: The International Journal of Man-Machine Studies, Vol. 7 (1975) 3, pp. 313–332.
Menold, N. (2006): Wissensintegration und Handeln in Gruppen. Förderung von Planungs- und Entscheidungsprozessen im Kontext computerunterstützter Kooperation, Deutscher Universitäts-Verlag, Wiesbaden 2006.
Menold, N. (2008): How to Use Information Technology for Cooperative Work: Development of Shared Technological Frames. In: Computer Supported Cooperative Work (CSCW), Vol. 18 (2008) 1, pp. 47–81.
Robinson, M.; Bannon, L. (1991): Questioning Representations. Paper presented at the Second European Conference on Computer-Supported Cooperative Work, Amsterdam, The Netherlands 1991.
Schmidt, K. (1997): Of maps and scripts – the status of formal constructs in cooperative work. Paper presented at the International ACM SIGGROUP Conference on Supporting Group Work: The Integration Challenge, Phoenix, AZ, USA 1997.
Schmidt, K.; Bannon, L. (1992): Taking CSCW seriously. In: Computer Supported Cooperative Work (CSCW), Vol. 1 (1992) 1, pp. 7–40.
Suchman, L. (1995): Making work visible. In: Communications of the ACM, Vol. 38 (1995) 9, pp. 56–64.
Suchman, L.; Wynn, E. (1984): Procedures and Problem in the Office. In: Information Technology & People, Vol. 2 (1984) 2, pp. 133–154.
Suchman, L.A. (1987): Plans and Situated Actions: The Problem of Human-Machine Communication, Cambridge University Press, Cambridge, UK 1987.
Yourdon, E. (1989): Structured walkthroughs, Yourdon Press, Upper Saddle River, NJ, USA 1989.
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2011 Gabler Verlag | Springer Fachmedien Wiesbaden GmbH
About this chapter
Cite this chapter
Loser, KU., Prilla, M., Herrmann, T. (2011). Theoretical Foundations of the Socio-Technical Walkthrough. In: Böhmann, T., Burr, W., Herrmann, T., Krcmar, H. (eds) Implementing International Services. Gabler Verlag. https://doi.org/10.1007/978-3-8349-6445-8_17
Download citation
DOI: https://doi.org/10.1007/978-3-8349-6445-8_17
Publisher Name: Gabler Verlag
Print ISBN: 978-3-8349-1577-1
Online ISBN: 978-3-8349-6445-8
eBook Packages: Business and EconomicsBusiness and Management (R0)