Business process re-engineering (part of the Business Process Management domain) is among the top three concerns of Information Technology (IT) leaders and is deemed to be one of many important IT leveraging opportunities. Two major challenges have been identified in relation to BPM and the use of IT. The first challenge is related to involving business process participants in process improvement initiatives using BPM systems. BPM technologies are considered to be primarily targeted for developers and not BPM users, and the need to engage process participants into process improvement initiatives is not addressed, contributing to the business-IT gap. The second challenge is related to potential de-skilling of knowledge workers when knowledge-intensive processes are automated and process knowledge resides in IT, rather than human process participants. The two identified challenges are not separate issues. Process participants need to be knowledgeable about the process in order to actively contribute to BPM initiatives, and the loss of process knowledge as a result of passive use of automated systems may further threaten their participation in process improvement. In response to the call for more research on the individual impacts of business process initiatives, the purpose of this dissertation study is to understand the relationship between IT configurations (particularly process support and process visualization), process characteristics and individual level process outcomes, such as task performance and process knowledge. In the development of the research model we rely on organizational knowledge creation literature and scaffolding in Vygotsky’s Zone of Proximal Development, business process modeling and workflow automation research, as well as research on the influence of IT on individual performance. The theoretical model is tested empirically in experimental settings using a series of two studies. In both studies participants were asked to complete tasks as part of a business process using different versions of a mock-up information system. Together, the studies evaluate the effect of IT process support, process visualization and process complexity on process participant performance and process knowledge. The results of the studies show the significant influence of IT process support on individual process outcomes. The studies indicate that task performance does increase but at the cost of users’ process knowledge. Process visualization however is shown to enhance user’s process knowledge in the event of no formal process training while having no negative impact on task performance. The key contribution of this research is that it suggests a practical way to counteract potential negative effects of IT process automation by converting the use of the information system into a learning experience, where the IT itself acts as a scaffold for the acquisition of process knowledge. The results have practical implications for the design of workflow automation systems, as well as for process training.

The current socio-economic and political challenges, globalisation, introduction of information technology and competition with private firms are challenging the way governments operate. In recent years, the UAE Government have thus invested heavily in the innovative projects to achieve the UAE vison 2021, which is to become one of the most innovative governments globally. Developing a better understanding of how innovation happens in governments appears to be gaining increased traction among policy makers and researchers alike. This study examined the relationship between Transformational leadership (TL), Innovation process (INN) and Knowledge sharing (KS) within public sector organisation the case of the UAE Ministry of Interior (MoI). There are several models of innovation available, however, most of them are based on product innovation and derived from private sector experiences. Moreover, there is a lack of models linking transformational leadership, knowledge sharing, and innovation within public organisation of developing countries in general and the UAE in particular The main research objective is to investigate the impact of the four main components of transformational leadership on knowledge sharing and innovation process within the public sector organisation, and the impact of knowledge sharing on the innovation process. To achieve the research objectives, a positivist paradigm is used throughout the research process. Using deductive approach, ten hypotheses were tested in the MoI context. Respondents no. The survey was administered to employees of the ministry of Interior as a method of data collection. Applying SPSS 23 and AMOS 23, the data was analysed and a structural model was developed, which can be serve as a predictive model for workplace innovation. Paragraph3 The findings of this research reveal that inspirational motivation (IM) has non-significant influence on the innovation process within the MoI, while the other three components of transformational leadership were found to have a significant influence on innovation process. Similarly, inspirational motivation (IM), and idealised influence (IF) were found to have non-significant influence on knowledge sharing. In addition, knowledge sharing (KS) was significantly associated with the innovation process. Finally, demographic variables specifically position and level of education were found to have a significant difference in terms of the respondents' views towards the innovation process within the MoI. This study contributes to the field of organizational innovation in public sector as the outcome of the research provides a specific framework for the conditions and needs of the public sector organisation. The study contributes to the theory by providing new insights into the factors that influence innovation process in the MoI. The study identifies four factors that directly and indirectly affect innovation process; these factors based on the degree of their importance are IC, IS, KS and IF. Moreover, the study contributes to the knowledge by investigating the mediating role of knowledge sharing in supporting the relationship between transformational leadership and innovation process. Finally, one major contribution of this study is the development of a 33-item instrument which measures factors affecting innovation process, particularly in the context of public sector of the UAE. From a practical perspective, MoI leaders trying to implement innovation can use the final model and set of recommendations provided to implement innovation effectively.

Internet-based and mobile technologies enable new ways of learning. They offer us new possibilities to access an enormous amount of knowledge at any time and everywhere. Among many advantages, the adaptations require a rethinking of our previous learning behaviour patterns and processes. The challenge for students is no longer to get access to information and knowledge, but to select the right one and to deal with the information and knowledge overflow. The aim of this research is to define, design and validate an advanced concept to support the contemporary learning processes. Therefore, the requirements for a new approach have been assessed, the available solutions from the related area of (personal) Knowledge Management have been investigated, and the weaknesses in the context of learning identified. The identified issues have been substantiated by university students via a quantitative survey. Besides several smaller aspects, knowledge fragmentation and the nescience of the knowledge formation process have been classified as the most critical ones. To overcome these problems, a methodological concept has been developed, and a corresponding technological design created. The chosen approach is an intelligent, independent intermediate layer, which traces the different steps our knowledge entities are going through. Based on personal and individual configurations, the system provides a comprehensive and overall observation of nearly all our knowledge work activities. It supports the building and accessing of the knowledge formation paths for every important knowledge unit, later path combination and the access to automatically generated versions of our work. Moreover, it helps the users not only to remember what they did, but also gives them some strong indications why they did it. This is achieved by combining different knowledge actions and looking at the influences they have on each other. The suggested concept has been critically proved and confirmed via a qualitative expert analysis and backed up by a quantitative survey among university students.

The effective use of computer based tools to support decision making in manufacturing industry is critical to business success. One of the most critical areas is during product design and especially in design for manufacture. This research will help in understanding of how manufacturing knowledge can be effectively maintained for an existing knowledge base. The work will use modern product lifecycle management tools in combination with a knowledge based environment in order to explore the effectiveness of the methods produced. This work is a part of the SAMULET (Strategic Affordable Manufacturing in the UK through Leading Environmental Technologies) research program and was done in association with an aerospace manufacturing company. The main focus of this research is to define a novel method for maintaining the machining knowledge associated with manufacturing of Xtra Wide Body (XWB) High Pressure (HP) turbine blade. The four main elements explained in this thesis are, a) the literature review done on knowledge management and knowledge maintenance, b) industrial investigation done on a manufacturing facility, c) detailed explanation of a novel manufacturing knowledge maintenance method d) four iterative case studies used for the evaluation and iterative improvement of the method. The research concludes that the aspect of knowledge maintenance is important. It is imperative to set out a formalised and mandated knowledge maintenance process in an organisation to keep the knowledge up-to-date and relevant. It has been shown that a novel task based knowledge maintenance method comprising a Knowledge Maintenance Process (KMP) and a Knowledge Maintenance Template (KMT) provides an effective route to knowledge maintenance. Three maintenance tasks, check relevancy, knowledge filtering, and integrity checking have been considered in detail for successful knowledge maintenance. Four iterative case studies have been conducted for the experimental evaluation of the maintenance method. As the result of these evaluations a novel method for maintaining the machining knowledge of XWB HP turbine blade was defined.

Current research has established the importance of establishing individual trust in global virtual teams to achieve project success. Global virtual teams (GVTs) emerged as a result of the growth of multi-national corporations (MNCs) conducting business operations in more than one country. This research explores eliminating the need to establish individual trust among the members of short-lived global virtual teams and suggests an institutional trust in the project’s processes can suffice. Beginning with an exploration of various aspects of trust, it draws from the current literature on individual and institutional trust in the real and virtual worlds. The data were gathered using two versions of an online survey administered to global virtual teams working for Infosys®, Inc., a global leader in technology services and consulting. The analysis was limited to small, short-lived Information Technology (IT) virtual teams of four to six members. Survey responses were received from 273 managers and 195 virtual team members. The results found support for institutional trust in the process, established through the team members’ favorable perception of their project’s online processes, as having a significant effect on supporting both individual trust among the team members, as well as ensuring project success. The paper concludes with potential costs and benefits to multi-national companies in their management and training of virtual teams. Finally, I provide suggestions for further research into the elimination of trust building exercises for short-lived virtual teams, as well as implications of these results for academicians and practitioners. Key words: trust, trustworthiness, reliance, process knowledge, multi-national Companies (MNCs), global virtual teams, computer-mediated environments / Business Administration/Strategic Management

The master thesis deals with optimization of business processes in a telecommunication company views of knowledge management. For this purpose, attention is paid to the following areas, namely knowledge management, implementation methodologies of knowledge management, process analysis and process optimization. The theoretical part deals mainly with the link between knowledge management and ways of managing organizations, it presents a theoretical framework necessary for the practical part of the work, which is based on implementation of monitoring system using selected methodology in an environment of selected organization.

Purpose – Due to faster innovation cycles and competitive markets, current methods for implementing and adapting business processes can not keep pace with changing requirements and cause BPM solutions to falls short of business needs. The purpose of this paper is to propose a new approach for implementing an agile BPM methodology by substituting the plan-build-run approach with an incremental prototype-based model, removing intermediaries from the time critical path of business process evolution, and empowering end users to change business processes at runtime by manipulating process artefacts. Design/methodology/approach – Based on interviews with customers and stakeholders and our experience in implementing complex BPM solutions in SMEs, we propose key concepts for an agile BPM approach and derive basic requirements for implementing a BPM system that allows users to redefine business processes during their execution. This analysis is supplemented by a brief overview of current research trends in modelling and implementing agile BPM. Originality/value – All existing solutions examined by our team imply a separate modelling step by users or process managers. The designed key concepts enable users to implicitly model processes without interrupting day to day operations. Our approach enables organisations to introduce business process management in areas where agility is very important (e.g. product development) or to increase operational agility in areas with established BPM. Practical implications – An agile BPM solution can give organisations the flexibility they need to react quickly to changing markets and customer needs. We want to help them to introduce standardization and efficiency without losing agility. In areas where classical BPM is in place, our approach can increase the adaptation rate of process changes. In the areas of knowledge workers with a high level of agility, our approach can increase efficiency by supporting knowledge sharing.

Immer wieder ist zu beobachten, wie schwierig es für Lernende im gewerblich-technischen Bereich ist, einen verständnisvollen Zugang zu komplexen technischen Systemen zu finden und wie schwer es ihnen fällt, geeignete mentale Modelle mit ausreichend großer Reichweite zum erfolgreichen Umgang mit komplexem Systemverhalten für ihren späteren Beruf zu entwickeln. Vor dem Hintergrund dieser unterrichtspraktischen Relevanz thematisiert der vorliegende Beitrag als übergeordnetes Ziel, mit Hilfe computergestützter Modellbildung und Simulation (CMS) das Erfassen und Beherrschen komplexer technischer Systeme zum Aufbau beruflicher Handlungskompetenz als wesentlicher Bestandteil des Bildungsauftrags der Berufsschule in verstärktem Maße unterrichtlich etablieren zu können. Eine vorrangige Aufgabe dabei ist es, Lehrenden bei der praktischen Gestaltung geeigneter Lernsituationen Hilfestellung zu leisten bei der Entscheidung, ob und in welcher Form computergestützte Modellbildung und Simulation zum Zwecke ihrer unterrichtlichen Entwicklung sowie einer geeigneten Diagnostik geeignet ist. Den Lehrenden im Bereich der gewerblichen Bildung soll so eine Möglichkeit aufgezeigt werden, wie die Entwicklung und Förderung dieser bereichsübergreifenden Kompetenzen angelegt sein sollte und wie sie diese in ihrem Unterricht entwickeln und nutzen können. Dabei wird offensichtlich, dass komplexe Problemlösekompetenz durch lediglich einen einzigen, umfassenden Indikator nicht bestimm- beziehungsweise darstellbar ist. Die Befähigung zum Lösen komplexer Probleme ist jeweils nur in einem Bündel einzelner Kompetenzen darstellbar. Im konkreten Einzelfall ist jedoch recht gut beschreibbar, welche Komponenten zu diesem Bündel gehören. Eine allgemeine, Domänen unabhängige komplexe Problemlösekompetenz, die in spezifischen Kontexten und unterschiedlichen Berufsfeldern flexibel eingesetzt werden könnte, gibt es nicht. Der Grund liegt u. a. darin, dass Wissen als auch Fähigkeiten und Kompetenzen kontextgebunden sind. Erst über mannigfaltige und zeitintensive Einübungen können sie zunehmend bereichsübergreifend verallgemeinert werden. Mit der im empirischen Teil vorgestellten Untersuchung wird versucht, zur bislang im gewerblich-technischen Bereich nur sehr gering ausgeprägten experimentellen Fundierung der Entwicklung und Erfassung von Kompetenzen mit computergestützter Modellbildung und Simulation (CMS) beizutragen. Hauptanliegen der quasiexperimentellen und explorativen Studie war es, in der beruflichen Erstausbildung an einem ausgewählten regelungstechnischen Beispiel zu prüfen, ob Lernenden über CMS unter der Verwendungsperspektive als so genanntes „Kognitives Tool“ eine (alternative) Zugangs- beziehungsweise Erschließungsmöglichkeit für den erfolgreichen Umgang mit komplexen technischen Systemen ermöglicht werden kann. An dem ausgewählten regelungstechnischen Beispiel wurde untersucht, ob Auszubildenden der Berufsschule, die über keine Kenntnisse in höherer Mathematik verfügen, ein solcher Zugang zu komplexem Systemverhalten gelingen kann. Im Rahmen der empirischen Untersuchungen der Arbeit konnte gezeigt werden, dass computergestützte Modellbildung und Simulation, wenn sie unter bestimmten Konstruktionsbedingungen entwickelt und unter bestimmten Implementationsbedingungen eingesetzt wird, Lernergebnisse erbringt, die den theoretischen Anforderungen an Entwicklung und Erfassung einer komplexen Problemlösekompetenz genügen. In diesem Zusammenhang konnte auch aufgezeigt werden, dass sich eine komplexe Problemlösekompetenz in einer beruflichen Domäne operationalisieren und es sich beobachten lässt, ob bei den Auszubildenden eine Bewegung in Richtung auf den Aufbau entsprechender Fähigkeiten festzustellen ist. Genau so wichtig ist es aber auch zu zeigen, dass der Einsatz computergestützter Modellbildung undSimulation kein Selbstläufer ist, sondern vielmehr seitens der Lehrenden ein didaktisches Expertenwissen voraussetzt. Das Problem der notwendigen Balance zwischen (Lerner-)Konstruktion und (Lehrer-)Instruktion wurde in der Arbeit ausführlich dargestellt. Sind diese Bedingungen gegeben, so führt die Gestaltung computerbasierter Lernumgebungen durch Modellbildung und Simulation bei der unterrichtlichen Förderung einer Problemlösekompetenz zum erfolgreichen Umgang mit komplexen technischen Systemen zu einer tiefen Elaboration von Konzepten und Zusammenhängen.

SweetDeal is a rule-based approach to representation of business contracts that enables software agents to create, evaluate, negotiate, and execute contracts with substantial automation and modularity. It builds upon the situated courteous logic programs knowledge representation in RuleML, the emerging standard for Semantic Web XML rules. Here, we newly extend the SweetDeal approach by also incorporating process knowledge descriptions whose ontologies are represented in DAML+OIL (the close predecessor of W3C's OWL, the emerging standard for Semantic Web ontologies), thereby enabling more complex contracts with behavioral provisions, especially for handling exception conditions (e.g., late delivery or non-payment) that might arise during the execution of the contract. This provides a foundation for representing and automating deals about services – in particular, about Web Services, so as to help search, select, and compose them. We give a detailed application scenario of late delivery in manufacturing supply chain management (SCM). In doing so, we draw upon our new formalization of process ontology knowledge from the MIT Process Handbook, a large, previously-existing repository used by practical industrial process designers. Our system is the first to combine emerging Semantic Web standards for knowledge representation of rules (RuleML) with ontologies (DAML+OIL/OWL) with each other, and moreover for a practical e-business application domain, and further to do so with process knowledge. This also newly fleshes out the evolving concept of Semantic Web Services. A prototype (soon public) i

Work process knowledge (WPK) is a concept for systems-level knowledge of the workplace and has been shown to be most important in organisations requiring multi-functional working. Most of the previous body of knowledge on WPK has focussed mainly on manufacturing industries; there has been less investigation of WPK in the service sector and none in the visitor attraction (VA) industry, an important employer in Scotland. The VA industry is extremely dynamic and many businesses are rapidly moving towards multi-functional team working, driven by an urgent need to develop quality, customer-focussed strategies to survive in an over-supplied and very competitive market. This study identifies the nature of WPK in Scottish VAs, what relationship WPK has to customer service, how WPK in this service sector differs from selected published studies in manufacturing and other service sector contexts and what factors affect the development of WPK in VAs. Following recruitment of a number of VAs using an online questionnaire and subsequent site visits, six sites were selected for case study, on the basis that they demonstrated most evidence of multi-functional working and staff with developed WPK. The research design was comparative case studies of the work processes and knowledge within these six VAs, based on a social constructivist framework, using the methods of key informant interviews and shadowing. Although these six sites represent a cross-spread of attractions in terms of types, location and size, they nonetheless show strong similarities in their basic business structure. The data show that WPK is an essential element of workers’ roles and a vital requirement in providing good customer service. Although VA managers do not use the term ‘work process knowledge’, they nonetheless recognise the importance of having staff with a wider view of their business and are actively encouraging its rapid development. Multi-functionality and job rotation are main ways of developing WPK but sites also use key workers with job roles that help develop high levels of WPK, who are then used as a staff resource. The main factor contributing to the development of WPK is communication, especially of systems-level information. Cultural information-sharing is an essential pre-condition for the development of WPK in this context. Other determining factors are flexibility, employee biographies, seasonality issues, how weddings and functions are handled on-site and the size and complexity of the site. WPK is the foundation on which good customer service is based and elements of it deliver customer service. It is the closely integrated nature of the employee-customer relationship that has such a profound effect on WPK development in this service sector industry and is essentially what differentiates it from previously published studies. The identification of the customer as a hitherto unrecognised key driver of WPK is the most important contribution to knowledge made by this work.