From Process-Users To Process-Codesigners: A Framework For Inter-Organizational Process Design In Complex Domains

Purpose: Inter-organizational collaboration is often challenged by stakeholders’ dissimilarities in backgrounds and frames of reference. Accordingly, the design of new approaches to address the complexity of collaborative work environments is required. In this paper, we present the FUSE: a framework for the collaborative discovery, analysis and redesign of complex inter-organizational processes. Methodology: The FUSE is structured in four stages: Framing, Co-designing the meaning, In-depth interviews and Co-ordination. Its design incorporates influences from CoP theories, design science, action review and business process modelling techniques. Findings: The FUSE was tested by analysing the cross-sectoral processes implemented by the Italian, Slovenian and Serbian national health systems in response to the 2018 West Nile Virus epidemic. In this context, it was praised for its ease of use, its collaborative focus and perceived usefulness in coordinating the participating institutions. Managerial implications: The FUSE may support innovation within network structures, sustainable development within circular ecosystems and streamline the design of inter-organizational processes. Research limitations: Future research is needed to validate the FUSE effectiveness in different industries and contexts, including the international and virtual environment. Originality: The FUSE distinguishes from other frameworks by contributing a systematic approach to co-design inter-organizational processes, specifically emphasising the harmonisation of divergent perspectives and the mitigation of task conflicts.