Outline
1.Habermas Communicative Action and Discourse
2.Business Transactions and Business Processes
3.Business Transaction Process Model4.Analyzing Business Transaction Processes5.Optimizing Business Transaction Processes
Jürgen Habermas● Born 18 June 1929 in
Düsseldorf (Germany)
● Philosopher and Sociologist
Communicative Acts● Habermas builds on the pragmatic theories of
language (Austin & Searle) to explain structure and coordination in society
● A Communicative Act is composed of● Proposition (fact) ● Illocution (meaning)
– Validity claims
Validity Claims
Truththe external world of the physical objectsRightnessthe social world of interpersonal relationships Truthfulnessthe internal or mental world of the speakerIntelligibility of expressionthe understandability of what is said/expressedWhen a communicative act is successful, the participants
in the conversation agree on the validity claims
Discourse and Discussion● When the validity claim are challenged the
communication moves to ● Discussion:
– The Intelligibility of Expression claim is challenged– Validity claim directly related to proposition– Speaker is requested to improve the clarity or specify of
the expression● Discourse
– Participants challenge remaining validity claims– Fundamental discussion about the claim and the use of
the claims in the communication / coordination process
Business Transaction Processes● Winograd and Flores
Customer and Performer
Business Transaction Process Model
Transaction Process model
● 3 Layers● Success● Discussion / failure● Discourse
Diagnose Transaction Processes● Success layer
● Clarity of expression● Execution according to
promise ● Discussion
● Claims related to proposition
● Discourse● Fundamental discussion
on validity claims in organization
Check● Effectiveness
● ratio successful and failed transaction processes● Efficiency
● number of communication steps● time for completion (lead time)
● All communication forms● oral / non verbal ● written (all documents, meeting minutes etc)● electronic exchanges
Optimize Transaction Processes ● Incident-driven
● Eliminate observed inefficiencies and ineffectiveness ● Standardize work processes ● Reactive
● Structural ● Start discourse on the fundamental values in an
organization ● Off-site retreats (hei-dagen)● Preventive
