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The business process improvement (BPI) literature is replete with advice on how to improve business processes, but what is lacking is a holistic approach that encompasses the most important facets for long-term success—methods to facilitate people, an organizational structure conducive to empowerment, and a systematic method for solving problems. The study offers an in-depth examination of the BPI methodology used by Caterpillar. The case details what Caterpillar has done to make BPI work and offers tips to help other organizations overcome obstacles to BPI success. A theoretical model is developed that offers a conceptual view of holistic BPI.

Empowerment, creativity, and organizational memory are constructs that have been researched in MIS. While each construct has received individual attention, we have found relatively little research linking them. One of the major edicts of empowerment is delegation of decision making authority to lower-level employees. Increased authority allows employees more freedom to be creative. However, if creative thought is generated but not captured, innovative ideas may be lost. Organizational memory can capture creative ideas as they are generated so that empowered teams can draw upon positive creative experiences. We developed a theoretical model to illuminate the relationships between organizational memory, worker empowerment, and creativity. The model portrays the linkages between empowerment and creativity, creativity and organizational memory, and organizational memory and empowerment. The model was developed based on the literature in each respective area and an interview-based study concerning “empowered” systems development project teams and organizational memory. Analysis of the interview data revealed that empowered workers generate creative solutions to problems. However, creative solutions can only be used for future projects if they are somehow recorded into organizational memory. Organizations that empowered their workforce and embraced creativity reported increased customer satisfaction, waste reduction, and some quality gains. In contrast, those that did not empower reported little or no change. Organizations that recorded creative solutions to problems believe that retrieval of this information could be potentially useful for future projects. Potential challenges faced by organizations classified into each cell are also presented. This classification scheme should prove useful as a guide to organizations examining the potential benefits and pitfalls of worker empowerment and organizational memory.

Building on a prior case and field study work, the author developed a process improvement model. The proposed model includes four interdependent components-a systematic methodology to guide quality efforts, an environment conducive to change, empowerment mechanisms for the people who do the work, and information technology (IT) to facilitate automation. The model was used to contrast the process improvement approaches between U.S. and Japanese companies. Results included differences between process improvement approaches, management/worker roles, creativity, change visions, and work environments.

This case is a study of the application of tree-based solutions to Idaho National Engineering and Environmental Laboratory (INEEL) challenges in the development of a computerized system to meet complex, yet exacting compliance requirements extended to thousands of employees in a largescale organization. We rehearse the history of the project and include information on the theoretical structure of the tree-based solution used. Using primary research documentation, we use a constructivist approach to the issue of subject matter expert empowerment, a major theme of the case. Of particular interest is how the engineer in question was able to modify his work paradigm to incorporate a new role as digital content designer and overseer of the project. Additionally, the study concentrates on the overall effects of the project on other INEEL systems and working environments at the INEEL. Implications of management- and subject matter expert-directed system design projects using tree-based tools are considered with respect to all aspects of enterprise systems development.

Involucrar els ciutadans en el desenvolupament dels processos de fer ciutat és un objectiu que ocupa part de l’agenda dels partits polítics en el context de la renovació necessària de la democràcia representativa. Aquest document té com a objectiu proporcionar algunes respostes a les següents preguntes: • És possible superar els processos de participació basats exclusivament en la consulta? • És possible “entrenar” als residents perquè assumeixin un paper actiu u en la presa de decisions? • Com podem gestionar de forma proactiva, la relació entre els actors públics, tècnics i polítics, en un procés participatiu? S’analitza el desenvolupament del procés de creació del Mural de la Memòria al barri barceloní de Baró de Viver, una obra d’art públic, creat i produït pels seus veïns, en el context d’un llarg procés participatiu centrat en la millora de la imatge del barri i la millora de l’espai públic. Aquest resultat i aquest procés ha estat possible en un context de cooperació entre el govern local, els veïns, i l’equip d’investigació (CR-Polis, Art, Ciutat, Societat de la Universitat de Barcelona). El desenvolupament d’un procés creatiu de participació ciutadana entre els anys 2004 i 2011 va fer possible la gestió directa de la presa de decisions per part dels residents en el camp del disseny dels espais públics al barri. Però els resultats materials del procés no haurien eclipsar el gran èxit del projecte: la inclusió d’un barri en la presa de decisions informades gràcies al seu empoderament en el disseny de l’espai públic i en la gestió de la memòria., Involucrar a los ciudadanos en el desarrollo de los procesos de hacer ciudad es un objetivo que ocupa parte de la agenda de los partidos polítocos en el contexto de la renovación necesaria de la democracia representava. Este documento tiene como objetivo proporcionar algunas respuestas a las siguientes preguntas: • ¿Es posible superar los procesos de participación basados exclusivamente en la consulta? • ¿Es posible “entrenar” a los residentes para que asuman un papel activo en la toma de decisiones? • ¿Cómo podemos gestionar de forma proactiva, la relación entre los actores públicos, técnicos y políticos, en un proceso participativo? Se analiza el desarrollo del proceso de creación del Mural de la Memoria en el barrio barcelonés de Baró de Viver, una obra de arte público, creado y producido por sus vecinos, en el contexto de un largo proceso participativo centrado en la mejora de la imagen del barrio y la mejora del espacio público. Este resultado y este proceso ha sido posible en un contexto de cooperación entre el gobierno local, los vecinos, y el equipo de investigación (CR-Polis, Arte, Ciudad, Sociedad de la Universidad de Barcelona). El desarrollo de un proceso creativo de participación ciudadana entre los años 2004 y 2011 hizo posible la gestión directa de la toma de decisiones por parte de los residentes en el campo del diseño de los espacios públicos en el barrio. Sin embargo, los resultados materiales del proceso no deberían eclipsar el gran logro del proyecto: la inclusión de un barrio en la toma de decisiones informadas gracias a su empoderamiento en el diseño del espacio público y en la gestión de la memoria., To involve citizens in developing the processes of city making is an objecti ve that occupies part of the agenda of political parties in the context of the necessary renewal in representative democracy. This paper aims to provide some answers to the following questions: • Is it possible to overcome the participatory processes based exclusively on the consultation? • Is it possible to “train” residents to take an active role in decision-making? • How can we manage, proactively, the relationship between public actors, technicians and politicians, in a participatory process? We analyse the process development for creating the Wall of Remembrance in the Barcelona neighbourhood of Baró de Viver, a work of public art, created and produced by its neighbours, in the context of a long participatory process focused on changing the image of the neighbourhood and the improvement of public space. This result and this process have been possible in a given context of cooperation among neighbours, local government and the research team (CR-Polis, Art, City, Society at the University of Barcelona). The development of a creative process of citizen participation between 2004 and 2011 made possible the direct management of decision making by the residents on the field of the design of public space in the neighbourhood. However, the material results of the process does not overshadow the great achievement of the project: the inclusion of a neighbourhood in taking informed decisions because of their empowerment in public space design and management of their remembrances.