An integral system‐ergonomic approach for IT‐based process management in complex work environments by example of manufacturing and health care

Recent trends in manufacturing and health care move these two work systems closer together from a system ergonomics point of view. Individual treatment of products, especially patients, by specialists in a distributed environment demand information technology (IT)‐based support suitable for complex systems. IT‐based support of processes in complex systems is difficult due to the lack of standard processes. IT support also means to rethink processes to use efficiency potentials. Close cooperation of users and software developers is needed to increase the ergonomic quality of the system. Therefore, suitable tools are needed: UML is available as the standard industry modeling language, Zope/Plone as the quasi‐standard for content management systems, SimPy as an object‐oriented simulation tool for event‐triggered processes, and ACT‐R as a powerful cognitive architecture for simulation of human information processes. The integration of these tools enables system‐ergonomic support of processes in the complex work system as well as of the development and deployment process. It is the base of an integral system‐ergonomic approach for IT‐based process management. Knowledge gained during process analysis either enters models or leads to the extension and adaptation of the tool chain. The models serve as basis for discussion among system ergonomists, programmers, and specialists from the work system. Further, they are understood by simulation and process support tools. Transcoding efforts between humans with different professional backgrounds and machines are reduced, and the flexibility demanded by complex systems is met. © 2008 Wiley Periodicals, Inc.