The Role of Learning Process Consultants in Digitization Projects

Abstract.

Neither the digitization of existing business processes nor the  development of new digital business models can take place without human  interventions. They must be accompanied by effective learning, which needs to  be supported systematically. This article introduces the concept of learning  process consulting, which is developed on the basis of psychological and  educational theories and tested in an energy company. Learning process consulting is the “didactic joint” in digitization projects. In terms of personnel, it is realized by learning process consultants for whom a role with concrete  tasks is described here. These consultants ensure sequences of reflective  communication and cooperation. Furthermore, they enable and monitor the participation of employees and managers (non-computer scientists) – with the aim of generating transparency, acceptance and trained system users. The  concept provides starting points for further informatics research and  applications, e.g. regarding the design of technical aids for data-based learning  process consulting.

Design and Testing Context

Digitization projects often aim at using IT solutions for restructuring the cooperation  in business processes [1]. Thus, acceptance and competent handling of IT solutions  are crucial [2]. In order to meet these criteria, it is necessary to initiate and support  learning processes. Hereafter a concept for learning process consulting is depicted. It  is based on psychological and education theories, and was tested in a digitization  project in a company of the European gas transport system [3]. The project included  the design and implementation of a ticket system that could be used to deal with  complex complaints from business partners (e.g. customers, service providers,  authorities) across spatial distances as well as department and discipline boundaries.  Learning process consultants guided the digitization project by enhancing learning  through didactically sequenced communication and cooperation. In the following the conceptual fundamentals of this specific consulting role as well as some project  results are outlined.