workflow, process redesign and change Flashcards
Early adopters and laggards associated with which change management theory
Diffusion of innovations by Everett Rogers
Kotter and Schlesinger’s change management strategy to deal with reistance
six ways of dealing with resistance:
Education and communication,
Participation and involvement
Facilitation and support
Negotiation and agreement
Manipulation and Co-optation
and Explicit and implicit coercion.
Unfreeze, change and re-freezed
Lewen Change theory
Change management theory with ending, losing and letting go; 2-neutral zone; 3-new beginning
Bridges Transition Theory
Should deviations be captured in workflow analysis
Yes
Which change theory incoporates all phases of process re-design
PRECEDE-PROCEED
Logic model represents the next planned change before workflow analysis
True
The sequence of physical and mental tasks performed by various people within and between work environments,
Workflow
cognitive walk through vs think-aloud protocol
systems analyst performs it vs system user
Planning and implementing changes to mental and physical steps through a workflow process with the intention of improved outcome of workflow
Process redesign/reengineering
social influence theory: social computing phenmena that exert influence on adoption of tech
action
authority
consensus
cooperation
Usability testing as a workflow analysis ( 5 factors)
learnability
efficiency
memorability– users remember how to use it
errors- minimized? detected?
satisfaction?
workflow analysis tools
flowchart
swimlane flowchart (roles are swimlanes)
workflow process redesign
- analysis (Ideal–> gap)
- identify and mitigate barriers
- implelement
Logic model
the road map
before workflow analysis or other steps
