Using Process Stories to Foster Process Flexibility: The Experts’ Viewpoint


  • Thuan Nguyen Hoang RMIT University, Vietnam
  • Hoang Ai-Phuong RMIT University, Vietnam
  • Mathews Nkhoma RMIT University, Vietnam
  • Pedro Antunes University of Lisbon, Portugal



Business process, Process flexibility, Process stories, Empirical study, Qualitative interviews


Process flexibility is essential for organizations coping with uncertainty, emergence, and change. In this study, we research how process stories may lessen friction in realizing flexible processes. We use friction as a metaphor, which characterizes the realization of flexible processes as handling two opposing forces: one pushes towards flexibility while the other pulls against flexibility. Using in-depth interviews with BPM experts as a data-gathering technique, we provide insights into the dynamics of friction in the BPM lifecycle. We also provide empirical evidence about the capability of process stories to lessen friction in realizing flexible processes. This research contributes to understand the context where process stories may be most fit to realize process flexibility and adds knowledge about practical complaints experienced by BPM experts when realizing process flexibility.


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How to Cite

Nguyen Hoang, T., Ai-Phuong, H., Nkhoma, M., & Antunes, P. (2022). Using Process Stories to Foster Process Flexibility: The Experts’ Viewpoint. Australasian Journal of Information Systems, 26.



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