Towards Multi-level Organizational Control Framework to Manage the Business Transaction Workarounds

Organizations strive to find solutions that perform their business processes more efficiently and effective. Steering the organizational operation using a priori prescribed models derives from the classical control engineering theories. These approaches are valid for business information systems domain but require contextual adaptation for dealing with concerns such as change management. In the context of business transaction, the models prescribe the design freedom restrictions for producing a new service or product, and share a common understanding between the stakeholders that have diverse interpretations of it. However, for many and diverse reasons, organizational actors perform workarounds at operation time that could be extremely different from the previous prescribed business transaction models. This paper reviews the organizational control related work and synthesizes it in a conceptual framework. The goal is to establish a set of concepts, and their relationships, to identify workarounds occurring at operation time and then feedback the organizational management with reviewed models, where the control solution encompasses three competence levels: enterprise governance, business rules and access control.