An Extension and Test of the Communication-Flow Optimization Model

Abstract

This paper reports on a quasi-experimental action research study aimed at extending and testing the communication-flow optimization model, which was developed as a result of a prior grant from the DoD's External Acquisition Research Program. The test is aimed at demonstrating the generality of the model, which is argued to apply to non-defense as well as defense-related organizations. In the study, business process redesign groups in four different US organizations (not defense-related) used two different types of business process representation. The study suggests that, contrary to assumptions likely underlying most of the current business process redesign practice, communication flow-oriented representations of business processes are perceived by those involved in their redesign as significantly more accurate, more useful in the identification of opportunities for process improvement, more useful in the application of process redesign guidelines, more useful in the visualization of process changes, and more useful in the development of generic IT solutions to implement new business processes, than activity flow-oriented representations. The results are consistent with those obtained in similar empirical studies of business process redesign projects involving DoD branches and contractors.