Designing complex socio-technical process systems – the airport example

Abstract

Purpose A configurable reference model can be used to assist in the development and management of business processes in complex, multi-stakeholder environments. The purpose of this paper is to demonstrate a process design in such environments via configurable process reference modelling, using airports as an example. Design/methodology/approach Existing reference modelling methods around process modelling, merging and configuration are extended to include contextual and spatial factors using the design science methodology. The approach is empirically based on a set of business process management notation (BPMN) models for international passenger departures, consolidated from five Australian airport case studies via document analysis, interviews and observation. Findings The use of contextual factors and operational scenarios, structured using the proposed approach, facilitated efficient cross-organisational comparison for configuring processes to suit the needs of a target organisation. The resulting configurable model integrates the perspectives of organisational stakeholder groups with that of the customer in a transparent and unambiguous graphical representation. It is a reusable tool with low data collection needs for each use. Research limitations/implications Future research should include: version management; how to keep the model current; configurability via modelling objects other than gateways; and cross-discipline application (e.g. as a foundation for quantitative decision-making models). Originality/value This is the first reported application of configurable reference modelling to airport passenger facilitation. Methodological contributions include the addition of space-sensitive process elements and notation to BPMN; guidelines for systematically deriving contextual factors associated with process variants across similar organisations; and overall normative guidelines for inductively developing a configurable process reference model.

Airport service performance at Abu Dhabi International Airport

“…The airline companies are responsible for offloading aircraft; immigration entrances are the personalized border protection services (Irandu, 2018). All these units socialize in the airport to promote the risk-free, successful, and protected services for passengers (Abeyratne, 2017;Mazhar et al, 2019). This enables airport managers to embrace effective methods to enhance airport service quality and achieve excellent customer satisfaction and engagement (Pitchforth et al, 2015).…”

Implementation of telecommunications cross-industry collaboration through agile project management

“…From a dynamic perspective of architectural implementation, the transformation from the current state to the target state is determined by solution design. However, in most cases, the entire design and implementation is performed in a cross-functional project (Czarnecki and Dietze, 2017;Leyh et al, 2017;Mazhar et al, 2018), where there is always a gap between the initial "intended" scope and the present-day EA scope in practice. Research (Bernus et al, 2016;Mazhar et al, 2018) has revealed that the EA scope no longer necessarily involves a single element, but rather a socio-technical system.…”

“…However, in most cases, the entire design and implementation is performed in a cross-functional project (Czarnecki and Dietze, 2017;Leyh et al, 2017;Mazhar et al, 2018), where there is always a gap between the initial "intended" scope and the present-day EA scope in practice. Research (Bernus et al, 2016;Mazhar et al, 2018) has revealed that the EA scope no longer necessarily involves a single element, but rather a socio-technical system. EA frameworks should be considered from related business, economic, social, and ecological perspectives (Bernus et al, 2016), such that they can represent the stakeholder's specific concerns.…”