Using Social Network Analysis to Measure IT-Enabled Business Process Performance

Abstract

This study demonstrates how social network analysis (SNA) theory supports the task of designing IT-enabled business processes by providing social network measures for evaluating alternative process designs. These measures offer better information for process designers who are faced with making IT investment tradeoffs, especially as the process design task is being undertaken. A seven step methodology is proposed, demonstrated with the help of two case studies showcasing the robustness and flexibility of SNA measures.

Keywords:

• social network analysis
• sociometry
• six degrees of separation
• IT-enabled business transformation
• business process reengineering (BPR)
• business process redesign
• process innovation

Notes

1. Line from the critically acclaimed 1993 MGM movie “Six Degrees of Separation,” directed by Fred Schepisi, Writer and Screenplay John Guare.

2. The author agreed on anonymity with the two companies in order to publish the results of the study.