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Communicating the complexity of computer-integrated operations: An innovative use of process modelling in a North East hospital trust

Lookup NU author(s): Professor Teresa Waring

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Abstract

The English National Health Service has undergone unprecedented political, economic and technological change. This has resulted in a requirement for radical improvements in operational efficiency and effectiveness. An effective IT infrastructure supporting key operational processes and management reporting is now seen as essential. This paper outlines the findings from empirical research in a North East hospital Trust. The authors collaborated on a requirements analysis project to investigate and model business processes and information flows using an automated IDEFO software tool A participatory action research framework was used, informed by principles derived from critical social theory, to describe the complexity of the situation and provide improved communication amongst stakeholders. The paper concludes by reflecting on the need for more "ideal" speech situations in order to deal with complex operations management problems where political, power and social issues can obstruct effective implementation of new computer-integrated operations.

Publication metadata

Author(s): Waring T; Wainwright D

Publication type: Article

Publication status: Published

Journal: International Journal of Operations and Production Management

Year: 2002

Volume: 22

Issue: 4

Pages: 394-411

Print publication date: 01/01/2002

ISSN (print): 0144-3577

ISSN (electronic): 1758-6593

Publisher: Emerald Group Publishing Ltd.

URL: http://dx.doi.org/10.1108/01443570210420403

DOI: 10.1108/01443570210420403

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