Implementation, change management and benefit realization: investigating the utility of ethnographically enriched process maps

Following developments in the use of ethnographies in systems design, this article illustrates an investigation into using ethnography for healthcare system implementation, change management and benefits realization. The article illustrates the possibility of creating ethnographically enriched process maps. These are process maps that are created for specific implementation sites to facilitate the locally situated work of implementation, change management and benefits realization teams. The simple premise is that, to change and improve what you are doing, you need to know what you are currently doing. Reported are the pros and cons of a potential solution and, importantly, why it was not adopted. While not producing a definitive solution, this approach to looking at the problems, and using ethnographically enriched process maps, does suggest itself as an area for further development