Human Interactions

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Despite advancements in business automation, the core of every organization remains its people, essential for operational success. Current work support technologies often treat individuals as mere cogs in a machine, highlighting the need for improvement. This landmark work integrates insights from biology, psychology, social systems theory, and learning theory with business process analysis to establish a comprehensive theory of human work. It emphasizes effective management and IT techniques that enhance workplace dynamics and leverage intangible assets. In a globalized, competitive environment, organizations must focus on never-satisfied customers, making Human Interaction Management crucial for success. Today's fierce competitors are harnessing the Internet and Business Process Management (BPM) technologies, which primarily cater to machine-driven activities. However, human-driven processes are the foundation of commercial success. Effective management of these processes is essential, as technology support for human interactions remains a gap in current BPM systems. Real work involves communication, decision-making, and collaboration, yet modern systems often overlook these aspects. To improve human-driven processes, we must accurately describe and capture this work in computer systems, necessitating a shift in business process modeling and BPM technologies. This practical guide, informed by firsthand experience, offers i