Workarounds in Business Processes: A Goal-Based Analysis

Nesi Outmazgin, Pnina Soffer, Irit Hadar

Research output: Chapter in Book/Report/Conference proceedingConference contributionpeer-review


Workarounds in business processes and information systems (IS) have attracted research attention in recent years. Deviating from official processes, workarounds are goal-driven adaptations. Understanding the underlying problems or perceived barriers that motivate workarounds is essential for suggesting appropriate solutions which would lead to process and IS improvement. The premise taken in this paper is that workarounds are often motivated by misalignments between organizational goals, goals of local-units and actors, and the business process that should realize these goals. With this premise, we propose an i*-based analysis for identifying such misalignments that are associated to workarounds. We report an industrial case study that demonstrates the analysis and associates workarounds with the underlying misalignments. Improvement recommendations that were made following the analysis have been accepted by the organization and are currently being implemented.

Original languageEnglish
Title of host publicationAdvanced Information Systems Engineering - 32nd International Conference, CAiSE 2020, Proceedings
EditorsSchahram Dustdar, Eric Yu, Vik Pant, Camille Salinesi, Dominique Rieu
Number of pages16
ISBN (Print)9783030494346
StatePublished - 2020
Event32nd International Conference on Advanced Information Systems Engineering, CAiSE 2020 - Grenoble, France
Duration: 8 Jun 202012 Jun 2020

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Volume12127 LNCS
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349


Conference32nd International Conference on Advanced Information Systems Engineering, CAiSE 2020

Bibliographical note

Publisher Copyright:
© Springer Nature Switzerland AG 2020.


  • Business process workarounds
  • Case study
  • Goal misalignment analysis
  • I*
  • Improvement opportunities

ASJC Scopus subject areas

  • Theoretical Computer Science
  • General Computer Science


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