Purpose -The paper aims to explore staff's experience with role-plays using the example of training bank employees in Six Sigma as a major methodology for business process improvement. Design/methodology/approach -The research is based on a case study. A role-play, KreditSim, is used to simulate a loan approval process that has to be improved by the participants. KreditSim has been conducted many times with various groups in both academic and professional environments. The authors used five role-play sessions to conduct a survey among the participants and questioned seven facilitators experienced in KreditSim to generate empirical evidence for the effectiveness of such role-plays. Findings -Role-play based simulations complement training programs in terms of active participation and first-hand experience. Not only methodological learning is achieved but social and communicative as well as affective learning are supported, too. The employed role-play highlights the relevance and applicability of the Six Sigma methodology to staff's day-to-day responsibilities. Besides boosting awareness for process thinking, the role-play also helps to engage staff members in process improvement efforts. Research limitations/implications -A limitation to the results might be the small number of facilitators that supervised the role-play sessions so far. Thus, results may not be representative in a statistical sense. Moreover, the design of KreditSim could be modified in different ways for future seminars. Using software to automate certain activities is one possible modification. Ongoing research investigates in how far such modifications influence the effectiveness and the participant's perception of the role-play. Practical implications -The present study reveals that role-plays can be effectively used for staff training. The results show that staff are strongly receptive to role-plays in the context of business process improvement. Furthermore, several objectives such as methodological or social learning can be pursued and combined by this type of training instrument. Originality/value -This article contributes to existing research in analyzing the effectiveness of role-plays in a workplace setting. The paper is based on a number of professional role-play sessions within the financial services sector. The survey comprises multiple dimensions of learning and supports that staff appreciate the usage of role-play based simulation in a workplace environment.

In qualitative information systems research, little methodological support has been provided so far for the generalization from empirical data. Generalizability, however, is a major concern in this field. It has been subject to a number of publications in recent years, but commonly accepted conceptualizations of generalizability and methodological guidance for the process of generalization are still missing. In order to address this problem, this paper investigates if and how generalization approaches from the literature and abstraction mechanisms from the field of conceptual modeling can be utilized to generalize from case study data. An explorative single case study on the development of service-oriented architectures provides the raw data for an exemplary application. The paper shows that abstraction mechanisms from the field of conceptual modeling can be usedin conjunction with generalization approaches from the literaturefor the generalization of case study data and provides guidance on how to use these mechanisms. This increases transparency, traceability, and reliability of the generalization and might help to improve other qualitative research endeavors as well.

No abstract

No abstract

PurposeThe paper aims to explore how the transformation of a paper‐based role‐play into a workflow management system (WfMS) influences objectives and proceedings of training seminars for staff members in the context of business process improvement initiatives.Design/methodology/approachThe research is based on a case study. A professional role‐play is used to simulate a loan approval process that has to be improved by participants. Observation of the participants' behavior before and after the introduction of a WfMS reveals strengths and challenges associated with computer support.FindingsThe paper finds that software can support and enhance staff training. However, the introduction of a workflow management system changes the participant's interaction and way of learning. The holistic perspective that was originally envisaged by the role‐play is partly replaced by more detailed and technical aspects. Depending on the purpose of the training seminar, software has to be used appropriately. Otherwise, it could even undermine the seminar's objectives.Practical implicationsThe research reveals that role‐plays can be effectively supported by software. Yet, the trainer should be aware that he/she not only requires some basic technical knowledge. Additionally, the role‐play might raise concerns regarding possible layoffs. Thus, the trainer should be prepared to cope with these potential issues.Originality/valueThis paper contributes to existing research in analyzing the effects of computer support on staff training. Six advantages compared to the paper‐based role‐play support the usage of WfMS.