Purpose – The purpose of research is to examine the communication optimization theory by comparing two business process representation approaches and related redesign guidelines through an experiment. Design/methodology/approach – The experiment examined two process representation approaches...

Process‐focused improvement groups form the change dynamic in two world‐class paradigms of change management – TQM and BPR. This paper outlines a research project that implemented and studied three occurrences of asynchronous groupware supported process improvement groups in a New Zealand...