A game for process mapping in office and knowledge work

• Published in: Production planning & control 2021-04, Vol.32 (6), p.463-472
• Main Authors: Sousa, Rui M., Dinis-Carvalho, José
• Format: Article
• Language: English
• Subjects: gamification; Knowledge; lean office; Methodology; Office and knowledge work; Process mapping; Science & Technology; Think tanks; Training
• ISSN: 0953-7287; 1366-5871
• DOI: 10.1080/09537287.2020.1742374

The number of publications on improving office and knowledge work processes is quite low compared to the vast body of published work regarding the improvement of production processes. In fact, the very definition of the office and knowledge work concept is not consensual. Besides a discussion on this concept, this paper aims to present a straightforward graphical tool to map processes of office and knowledge work, along with the inherent deployment methodology, in the form of a gamified training session. This methodology encompasses both mapping and analysis (identification of improvement opportunities). As a contribution to the validation of the developing work, one session was conducted with 18 professionals from several companies (of different areas). The trainees were asked to (i) map a specific process of office and knowledge work (based on a real scenario), (ii) identify improvement opportunities and, in order to gather concrete feedback, (iii) answer a questionnaire on their perception about the tool/methodology. In summary, one may say that the participants considered the training session as useful and that they feel able to conduct in their companies a session on mapping and improvement of processes of office and knowledge work.