"What's the problem?" Developing a model of problem recognition in an operational distributed work environment.

详细信息   

• 作者：Quaadgras ; Annemarie Lisette.
• 学历：Doctor
• 年：2009
• 导师：Henderson, John C.,eadvisorGolden-Biddle, Karen,eadvisor
• 毕业院校：Boston University
• ISBN：9781109001686
• CBH：3345581
• Country：USA
• 语种：English
• FileSize：6864351
• Pages：198

文摘

In this dissertation I study operational problem processes in a distributed work environment. I am particularly interested in how geographically distributed groups recognize problem situations. Given my interest in the process of problem recognition, I have adopted a qualitative, exploratory, empirical perspective. For data collection, I worked with the US Navys logistics group to design and run 66 simulated logistics scenarios in a distributed ship and shore) setting. These scenarios allow detailed analysis of the sense making and interaction processes used by the professionals in their roles. I synthesize two theoretical frameworks into a general model of operational problem recognition. Data-Frame Theory DFT) is a cognitive descriptive theory of sensemaking in professional, real-time operational decision situations. Strausss Theory of Action is a relational theory used as a basis for analyzing work interactions. The two frameworks complement each other in a distributed setting, as all distributed problem recognition requires both cognitive sensemaking and interactions across at least two locations to come to a coherent description of a problem. Key contributions include: 1) highlighting the importance of a problem-based perspective on routine distributed work, and improving the understanding of distributed problem recognition processes； 2) creating the Distributed Work Display and related methods to support analysis of distributed processes； 3) creating a theoretical framework integrating both a cognitive and relationally based perspective on distributed problem recognition； and 4) providing a model to be used in the design of systems and processes to support distributed operational problem recognition, and ultimately, problem solving in practice.