Telepresence in cross-site business process simulation - lessons learnt in technology,social interaction and organizational learning

Re-engineering global business processes requires innovative methods for inter-organizational learning. This article describes and analyses an experimental telepresence process simulation that was applied to develop and train the cross-site New Product Introduction process of a global telecommunication company. Interactive, real-time audio and video connections over the Internet supported the process-oriented discussion between two groups in distant locations. Identical visual process charts and other information, projected on the walls of the two auditoriums, helped the two teams to discuss and understand the process. Audibility of the discussion was crucial for learning, but the visual 'talking heads' of the participants distorted concentration. Facilitation at both ends and local simulation periods smoothed the interaction and the imbalances between the locations. The simulation achieved positive effects in immediate learning and in motivation for change, although the telepresence caused some limitations. The ultimate goal, the feeling of real presence, was not reached. But when time gets more expensive, and travelling less preferable, telepresence simulation can be a feasible group-mode e-learning method for inter-organizational learning.