Title: Elicitation techniques to overcome knowledge extraction challenges in 'as-is' process modelling: perspectives and practices

Authors: Soumya Suvra Bhaumik, Ramachandran Rajagopalan

Addresses: Cognizant Technology Solutions, 300 SW 24th Street, Bentonville, Arkansas 72712, USA. ' Cognizant Technology Solutions, 1, Veeranam Road, Perungudi Bye Pass, Chennai 600096, Tamil Nadu, India

Abstract: Building an as-is process model requires the analyst to effectively extract knowledge about the process from multiple sources. This paper elaborates on the various elicitation techniques, including questionnaires, interviews, workshops and role play, which may be employed to achieve this. The paper looks at existing academic literature on requirements elicitation techniques, leverages concepts from social science and combines these with the authors| own understanding of the techniques| applicability, gained from experiences in process modelling engagements. We conclude that process knowledge elicitation is not a cookie-cutter process. Different elicitation techniques need to be used depending on the context. The paper provides some guidelines on how to successfully apply these techniques and also highlights their potential pitfalls.

Keywords: process modelling; process knowledge; elicitation techniques; contextual interview; workshops; process management; benchmarking; knowledge elicitation.

DOI: 10.1504/IJPMB.2009.026408

International Journal of Process Management and Benchmarking, 2009 Vol.3 No.1, pp.47 - 59

Published online: 10 Jun 2009 *

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