| 1. |
- Christiansson, Marie-Therese, 1966-, et al.
(författare)
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Mötet mellan process och komponent : mot ett ramverk för en verksamhetsnära kravspecifikation vid anskaffning av komponentbaserade informationssystem
- 2006
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Doktorsavhandling (övrigt vetenskapligt/konstnärligt)abstract
- Denna avhandling är en kvalitativ studie av hur organisationer kan förenkla och förbättra arbetet med kravspecificering vid anskaffning av komponentbaserade informationssystem. Avhandlingens utgångspunkt är att mer verksamhetsnära och användbara informationssystem kan anskaffas genom att använda en integrerad verksamhetsmodell där verksamhetsanalys och kravspecificering slås samman. Fyra kunskapsområden har studerats och analyserats för att generera ett ramverk som riktar uppmärksamhet mot relevant innehåll och utformning av en integrerad verksamhetsmodell, 1) verksamhetsprocesser 2) verksamhetsmodellering 3) mjukvarukomponenter och 4) specificering. Avhandlingens empiri representeras av en rekonstruktion av den komponent- och processorienterade anskaffning av ett komplett vårdinformationssystem som genomförts i Landstinget i Värmland. Analyser och respektive kunskapsområde har skett utifrån ansatsen Multi-Grounded Theory vilket innebär en reorigenerering utifrån en växelverkan mellan existerande teorier och empirisk grundning. Några exempel på kunskapsbidrag är ett vidareutvecklat processbegrepp samt en ny livscykelmodell för komponentbaserade informationssystem. Utifrån kunskapsbidragen inom respektive kunskapsområde har integrationssynpunkter identifierats som legat till grund för utveckling av ramverket för en verksamhetsnära kravspecifikation. I avhandlingen dras slutsatsen att genom att integrera arbetet med verksamhetsanalys och kravspecificering skapas bättre förutsättningar för att kravspecifikationer speglar de behov systemen är avsedda att uppfylla och att gapet mellan krav och lösning minskar genom ett bättre underlag för kommunikation mellan kund och systemleverantör. Ramverket pekar på att en verksamhetsnära kravspecifikation utformas i en integrerad processmodell som beskriver verksamhetsprocesser utifrån identifierade generiska processbegrepp samt ett scenario för användning och klassificering av funktionalitet. Kravspecifikationen bör, enligt ramverket, även innehålla en systemöversikt, kommersiella och leverantörsrelaterade krav, design- och arkitektoniska krav samt utförandekrav. Ramverket har prövats och vidareutvecklats utifrån en extern validering i form av en utvärderingsworkshop där ramverkets relevans och användbarhet diskuterats utifrån de erfarenheter och den dokumentation som genererats i Landstinget i Värmland.
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| 2. |
- Christiansson, Marie-Therese, 1966-
(författare)
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A Common Process Model to Improve eService Solutions : the Municipality Case
- 2011
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Ingår i: Proceedings of the 11th European Conference on e-Government. - Ljubljana, Slovenia : Academic Conferences Limited. - 9781908272003 ; , s. 149-157
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Konferensbidrag (refereegranskat)abstract
- This paper describe a model for working on business processes as a result of a co-production between Karlstad University and Karlstad municipality, in the Smart Cities project focusing on eGovernment and eServices in the North Sea Region Programme of the European Union. The co-production began in February 2009 with an action research approach to develop a Common Process Model (a light-weight process methodology) to support the municipality in thinking, describing and improving business processes in a uniform, focused and reflective way. The co-production process was based on a close relationship, openness and willingness to learn and share in a large number of informal meetings, workshops, structured and unstructured interviews, as well as working together with analysis and outcomes of the project. The contribution of this paper is to present the building blocks in a Common Process Model and their implications in eService development. At the core of the process methodology is a set of values, concepts, a modelling structure, roles, directives, guidelines and templates to be able to identify, measure and improve business processes and eService solutions.
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| 3. |
- Christiansson, Marie-Therese, 1966-, et al.
(författare)
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A Process Oriented User Test on Public e-Services : The Swedish Municipality Case
- 2014
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Ingår i: Proceedings of The 8<sup>th</sup> European Conference on IS Management and Evaluation – ECIME 2014 held at the University of Ghent, Ghent, Belguim. - : Academic Conferences Limited. - 9781910309414 - 9781510602762 ; , s. 39-48
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Konferensbidrag (refereegranskat)abstract
- This paper elaborates on the potential to design and conduct process-oriented user tests on public e-Services. The purpose is to use key constructs of business process orientation (BPO) to develop a basis for design and communicating the value of user tests in a public e-Service context. Our hypotheses are that user tests can provide valuable results for all actors involved in e-Service development, not only in terms of how to conduct user tests per se, but also to provide incentives for a customer driven focus and highlighting the value derived from user tests. In the municipality case, actors and stakeholders are involved municipalities in an inter-organisational collaboration on e-Service development, i.e. different municipalities, locally and regionally, as well as the supplier. Citizens partaking in a university course conduct the user tests with the eye tracking technology. In total 71 users performed in test sessions on 11 different e-Services in a standard platform provided by one supplier. In this paper, we elaborate on a BPO test design based on basic constructs in the approach compared with findings from reconstructing the test process design used with an implicit approach 2012 and an explicit BPO approach in 2013. Contributions include a generic test-process design for data collection, analysis and delivery to stakeholders in an overall e-Service development. Furthermore, findings from our test sessions and test process design will inspire and guide other universities to collaborate with practitioners. Beside the strength with a real case for the students, user test sessions in collaboration can be an eye-opener to not only for municipalities but also suppliers. Thus, the potential for impacts from test results to be applied in the further development of e-Services has thereby increased.
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| 4. |
- Christiansson, Marie-Therese, 1966-
(författare)
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Challenges in an Evolving e-Service Landscape - The Contact Centre Case : A Position Paper
- 2013
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Konferensbidrag (refereegranskat)abstract
- Public e-Services must be designed and made available in accordance with the demands and needs of the citizens. One way to meet these requirements is to establish contact centres in the municipalities to guide citizens and employees in their handling of public services to improve business processes and to incorporate social media and e-Services into the daily business. With an evolving e-Service landscape, new challenges arise and the role of a contact centre is likely to change from a purely advising function to being a central player in developing the service game in municipalities. The paper presents arguments and plans for using a mix of methods in data collection aimed at identifying challenges in the pre-implementation phase as well as in the handling of e-Services and in the local administrations's outsourcing business processes to the new organisational body (the contact centre). Limitations in the design of the case study include the restricted focus on challenges in communicating e-Service offerings to citizens and employees, based on the overall municipality portfolio. Expected contributions are an “e-Service Communication Map” as a modelling technique for use in service performance and e-Service development.
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| 5. |
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| 6. |
- Christiansson, Marie-Therese, 1966-, et al.
(författare)
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Elements for Tailoring a BPM Maturity Model to Simplify its Use
- 2017
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Ingår i: Business Process Management Forum. BPM 2017. - Cham : Springer. ; , s. 3-18
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Konferensbidrag (refereegranskat)abstract
- Although research exists on Business Process Management (BPM) maturity models, few studies report on their practical use. This paper explores the situational needs and practitioner's views on assessing BPM maturity. Data triangulation uncovered different applications in Swedish industry and public sector organizations through three phases: 1) data collection in a practitioner-driven BPM maturity model design, 2) validation of the design in a workshop and follow-up interviews, and 3) testing the BPM maturity model by practitioners. The basic assumption is that a generic BPM maturity model will most likely not fit all organizations. Therefore, a framework is presented with elements (e.g. scope and measures) for a BPM maturity model to be customized to an organization’s needs, supplemented by a practical ‘tailoring template’. The framework and template contribute to the BPM discipline with a Swedish example, and allows twelve design propositions with recommendations to simplify the application of BPM maturity models and enhance their fit.
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| 7. |
- Christiansson, Marie-Therese, 1966-
(författare)
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Från 22 till 44 kursdeltagare : Erfarenheter av att skala upp en samproduktion mellan utbildning, forskning och yrkesliv
- 2020
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Ingår i: Kursdesign i Canvas. - Karlstad : Karlstads universitet. - 9789178671540 - 9789178671588 ; , s. 43-64
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Bokkapitel (övrigt vetenskapligt/konstnärligt)abstract
- Inom ämnet informatik definieras verksamhet i form av processer föratt kravställa IT som möjliggörare i organisationer. Det behövskompetens och förmåga att leda ett processarbete utifrån grundläggandeprinciper i processorientering. I forskning utvecklas metodermed normativ kunskap som vägledning för yrkesverksamma att arbetamed processorientering i praktiken (PoP). Aktuell kursdesign tarutgångspunkt i samproduktion av kunskap mellan utbildning, forskningoch näringsliv för att sam-skapa PoP-metoder. Organisationerbeställer specificerade PoP-uppdrag av studenterna som handlar omatt kartlägga, förbättra och utveckla nya arbetssätt och digitalalösningar. Yrkesverksamma deltar som medbedömare av studenternasförmåga att leda en processkartläggning och lärandet i den praktiskametod-tillämpningen utmanas och diskuteras på djupet med yrkesverksammai en efterföljande workshop. Syftet med det här bidraget äratt reflektera över en ny kursdesign som tar höjd för en dubblering avstudenter och online undervisning utan att tappa ett studentaktivtlärande och möjligheter till samproduktion av metoder mellanutbildning, forskning och yrkesliv. Lärdomar och rekommendationeravseende kursdesign presenteras.
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| 8. |
- Christiansson, Marie-Therese, 1966-
(författare)
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Improving Business Processes and Delivering Better e-Services : a guide for municipalities from Smart Cities
- 2011
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Rapport (övrigt vetenskapligt/konstnärligt)abstract
- Do you know your business and e-service solutions? Is your IT aligned with your business to support, enable and deliver your services? Your business processes define your ability and potential to provide customers and employees with effective and high quality services and solutions. Your processes influence your performance, your service delivery and what administrative support is available for your service offerings.This document outlines a model, or framework, which can help you to improve your existing business processes to support and develop your e-services. The Common Process Model comprises a set of preconditions, directives, guidelines and templates that will help employees in different roles to identify, measure and improve the performance of the business processes that make up your e-service solutions.The Common Process Model stems from a collaborative project between Karlstad University and the municipality of Karlstad in Sweden, that began in February 2009. The project aimed to develop a simple methodology that would help the municipality to think about, to describe and to improve its business processes in a logical, strategic and self-reflective manner.
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| 9. |
- Christiansson, Marie-Therese, 1966-
(författare)
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Improving citizens’ ability to find, understand and use e-services : Communicating the social interaction dimension
- 2013
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Ingår i: Systems, Signs & Actions. - 1652-8719. ; 7:2, s. 177-204
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Tidskriftsartikel (refereegranskat)abstract
- This paper focuses on the ability to communicate public e-Services, as a part of e-Service development. The purpose is to elaborate on the concept “communicability”, and to define elements and criteria useful in the evaluation and improvement of public e-Services. In terms of public e-Services, communication takes place in a context based on an understanding and relation between the public sector and the citizens using the provider’s e-Service solution. Public sectors are increasing their e-Service offers, making communicating e-Services an important part of the service delivery. The citizens’ ability to find, understand, and use the service is a return on investment. This paper combines a business process and a social interac- tion approach to e-Services. The empirical grounding is a Swedish municipality case study with a pilot evaluation, interviews with developers, and an eye tracking usability test on e- Services with citizens partaking in a university course. The research contributions include a first version of a defined concept of communicability in the e-Service context together with a conceptual basis for evaluation purposes. Findings can be used as a basis for developing an evaluation tool and a handbook to improve communicability in public e-Service solutions.
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