ABSTRACT
This chapter has presented two case studies that use performance-based approaches to improve learning and knowledge management in organizations. The first case describes a role-play simulation-based training program for business process improvement in banking. The results show that the role-play simulation substantially supports the training goals in terms of active participation and first-hand experience. Meanwhile, the role-play simulation is found to enhance social and affective learning. By participating in the role-play, many problems and annoyances can be mitigated or even resolved via better communication, which is particularly useful for cross-functional processes that span multiple divisions. Further, the simulation has been enhanced by the application of software to automate and manage the process. Knowledge embedded in process management practices is captured and specified in the software to enhance the delivery, sharing, and reuse of knowledge for business process management. It is also noted that while using the role-play simulation, it is important not to pursue too many objectives with a roleplay, as an overload of differing objectives may unsettle participants and result in a defensive attitude towards the role-play.
