Increase Process Maturity by use of Process Models : A qualitative study on motivation, usefulness and ease of use

Sammanfattning: In the last decades there has been an elevated interest in increasing process thinking in organisations, with the advantages of standardisation and efficiency connected to processes. A challenge with processes is how to document them in process models, and how to get employees to use these process models. At Clear Channel, an organisation providing surfaces for advertisement in urban environments, there is a need for a standardisation in process models to increase quality and cooperation between business units.The purpose of this degree project is to investigate how to increase the level of process maturity in an organisation by looking into process models and the platform where they are stored, with Clear Channel as an example, by answering the two questions: “What are some motivators that can increase the use of process models and what could decrease motivation to use process models?” and “What makes a process model be perceived as user friendly, accessible and useful?”. To answer these questions the Expectancy-Value Theory is used to operationalise motivation. Furthermore the Technology Acceptance Model and research about process model usability is used. The main study is performed with three focus groups with participants from Clear Channel Tech Europe, and the data is analysed using directed content analysis. Furthermore, a prototype of a process model was developed to use in the focus groups. Results showed that new employees could feel overwhelmed by the current process models by being too detailed. Participants argued that everyone wants to be seen and know that their work is contributing to something greater. Process models are one way to visualise this. Regarding perceived usefulness, participants believed a process model was useful when it was complete. Participants also believed the process model needs to be accessible to everyone. For process model usability, when viewing the process model prototype, the participants had a positive response to what was intuitive to use, for example the clickability and an easy indication of what objects were clickable. For platform usability two things were regarded as important, to have everything in one place, and that it is easy to find what you are looking for. If the process models, and the surrounding work practices, within the organisation follow the recommendations given in this degree project, they could help in increasing the process maturity in an organisation.