Deviation from Standards and Performance in Knowledge-Intensive Processes: Evidence from the Process of Selling Customized IT Solutions

Result code in IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216224%3A14560%2F23%3A00135183" target="_blank" >RIV/00216224:14560/23:00135183 - isvavai.cz</a>

Result on the web

<a href="https://link.springer.com/book/10.1007/978-3-031-41620-0" target="_blank" >https://link.springer.com/book/10.1007/978-3-031-41620-0</a>

DOI - Digital Object Identifier

<a href="http://dx.doi.org/10.1007/978-3-031-41620-0_25" target="_blank" >10.1007/978-3-031-41620-0_25</a>

Result language

angličtina

Original language name

Deviation from Standards and Performance in Knowledge-Intensive Processes: Evidence from the Process of Selling Customized IT Solutions

Original language description

Standardization has been shown to be a reliable method of reducing unpredictability and consequently improving the performance of routine processes. However, it is surprising that the literature on knowledge-intensive processes (KiPs) rarely discusses this option or portrays such processes as inherently unsuitable for standardization. This presents the question of whether and to what extent standardization and following standards benefit KiPs. In this paper, we report findings from a case study on the impact of deviations from standards on the sales process of an IT service provider. Each instance of the sales process is a new project which involves a series of tasks characterized by different degrees of knowledge intensity. The findings are based on two data sources: (i) process documentation, and (ii) semi-structured interviews with managers and process participants. We applied the constructivist grounded theory method in the analysis of these materials. Our analysis yielded a series of propositions that characterize the benefits and issues that deviations from standards may bring to KiPs and the circumstances under which they are likely to materialize. Our study implies that deviations from standards mostly undermine the performance of KiPs unless they are initiated internally by process actors when standards are not sufficiently robust.

Czech name

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Czech description

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Type

D - Article in proceedings

CEP classification

—

OECD FORD branch

50200 - Economics and Business

Project

—

Continuities

S - Specificky vyzkum na vysokych skolach

Publication year

2023

Confidentiality

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Article name in the collection

21th International Conference on Business Process Management

ISBN

9783031416194

ISSN

0302-9743

e-ISSN

1611-3349

Number of pages

17

Pages from-to

430-446

Publisher name

Springer

Place of publication

Utrecht (The Netherlands)

Event location

Utrecht

Event date

Sep 11, 2023

Type of event by nationality

EUR - Evropská akce

UT code for WoS article

001288509800028