Christian Stary, Martina Augl,
"Stakeholders as Mindful Designers: Adjusting Capabilities Rather Than Needs in Computer-Supported Daily Workforce Planning"
: Designing Healthcare That Works, Academic Press, Seite(n) 95-112, 1-2018
Stakeholders as Mindful Designers: Adjusting Capabilities Rather Than Needs in Computer-Supported Daily Workforce Planning
Sprache des Titels:
Designing Healthcare That Works
This case addresses a major objective in the clinical operation of a hospital, namely, to ensure the availability of qualified personnel in daily operation. The quality of planning is particularly crucial when handling both stationary and walk-in patients. Daily scheduling is challenging due to the diversity of backgrounds and interests of the involved stakeholders. Various experts, such as doctors, nurses, technical support, and administrative staff, must find ways to collaborate for accurate planning. Based on a dedicated, interaction-centered perspective on organizations, value networking, subject-oriented business process modeling, and subsequent execution of validated models can facilitate this endeavor. Rethinking the way stakeholders interact in the context of certain tasks allows an organization to raise the awareness of different planning conceptions. Focusing on the self-recognized interaction potential of involved stakeholders, existing work practice and thus IT support can be significantly changed. The presented case demonstrates how interaction opportunities can be disclosed in a socially balanced way and prototypically implemented in a socio-technical setting for iterative refinement. Fundamental enablers were the actor-/communication-centered perspective on work processes and technology that allowed the 1:1 mapping of models embodying this perspective to interactive process experience.