Investigating Implemented Process Design: A Case Study on the Impact of Process-aware Information Systems on Core Job Dimensions

Adequate process design particularly means that a process fulfills its stakeholders’ expectations. However, when designing process-aware information systems (PAIS), one stakeholder and his expectations are often neglected: the end user. Frequently, this results in end user fears, which, in turn, lead to emotional resistance and a lack of user support during process and information system design. In order to overcome this vicious circle it becomes necessary to better understand the impact of operationalized process design on the end users’ work profile. This paper presents the results of a case study at two Dutch companies. We investigate in which way employees perceive the impact of a newly introduced PAIS based on workflow management technology with respect to five job dimensions: skill variety, task identity, task significance, autonomy, and feedback from the job.