>>A method to reconstruct a model of how people carry out their work based on the day-to-day practice
-official models may not exist
-workers and organizations have created implicit work models based on established practice, which may not be described or formalized
>>Work process shadowing
-based on market research (observation research)
-analysts shadow workers for a certain number of sessions
-they deconstruction the work process and workflow in terms of activities, information flows, systems used, organizations involved, etc.
-after a certain number of sessions the information is stable
>>Re-construction of a work process model
-creation of a work process model based on uniform process components and work classes
-specification of tasks, times, resources, systems used in each phase