Workarounds can show how workers solve local issues in designed processes and may therefore be used for general process improvements. Recent advances into workaround mining have shown data-driven approaches can both help discover workarounds and analyze them over long periods. However, earlier studies on workarounds have neglected the resource perspective. In this work, we use information about resource roles to find additional perspectives on workarounds. With a detailed analysis of a single workaround during a case study at an Emergency Room, we find clear differences in how various resource roles adopt it. We interview domain experts to further understand the motivations behind the use of the workaround. Following organizational theory, we find that the hierarchical power of their role is important in how resources approach workarounds, resulting in strongly different adoption speeds. We propose future work to enhance the research technique and suggest directions that may lead to new insights about workarounds.

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Resource-Oriented Workaround Analysis: A Case Study

  • Wouter van der Waal,
  • Hajo A. Reijers

摘要

Workarounds can show how workers solve local issues in designed processes and may therefore be used for general process improvements. Recent advances into workaround mining have shown data-driven approaches can both help discover workarounds and analyze them over long periods. However, earlier studies on workarounds have neglected the resource perspective. In this work, we use information about resource roles to find additional perspectives on workarounds. With a detailed analysis of a single workaround during a case study at an Emergency Room, we find clear differences in how various resource roles adopt it. We interview domain experts to further understand the motivations behind the use of the workaround. Following organizational theory, we find that the hierarchical power of their role is important in how resources approach workarounds, resulting in strongly different adoption speeds. We propose future work to enhance the research technique and suggest directions that may lead to new insights about workarounds.