Efficient business process execution is an essential part of an organisation’s success. It depends on good dynamic decision making of process actors that is guided by their mental models of business processes (MMBP). The study investigates the effect of MMBPs on process performance at two levels. At the level of individuals, the impact of MMBP accuracy on performance is analyzed, and at the level of a team, the effect of similarity of MMBPs of all team on performance is researched. At both levels, MMBPs are differentiated in a narrow part that focuses on the mental representations of process steps that precede or follow on the one conducted by the actor and a holistic model that captures the process as a whole. We use laboratory observations with 159 participants in 10 teams from a real effort loan processing role play. We obtain individual MMBP accuracy measures by using a process knowledge test and measure the process performance of teams with the outcome of the role play. Our study contributes in three ways to existing research. First, the measurement approach of individual MMBP accuracy and similarity is extended to the level of teams. Second, the study shows that the accuracy of both narrow and holistic MMBPs as well as similarity of holistic MMBPs positively impact team process performance. Third, by using an observable team process performance measures from a real-effort task, we increase the validity of our findings compared to other research relying on self-assessed performance measures.

高效的业务流程执行是组织成功的重要组成部分。这取决于流程参与者的良好动态决策，该决策由他们的业务流程心智模型 (MMBP) 指导。该研究从两个层面调查了 MMBP 对过程性能的影响。在个体层面，分析了MMBP准确度对绩效的影响，在团队层面，研究了所有团队的MMBP相似度对绩效的影响。在这两个层面上，MMBP 都在一个狭窄的部分进行了区分，该部分侧重于行为者执行的步骤之前或之后的过程步骤的心理表征，以及将整个过程捕获的整体模型。我们对 10 个团队中的 159 名参与者进行了实验室观察，这些参与者来自真实努力的贷款处理角色扮演。我们通过使用过程知识测试获得单个 MMBP 准确性度量，并使用角色扮演的结果来衡量团队的过程绩效。我们的研究在三个方面对现有研究做出了贡献。首先，将个体 MMBP 准确度和相似度的测量方法扩展到团队层面。其次，研究表明，狭义和整体 MMBP 的准确性以及整体 MMBP 的相似性对团队流程绩效产生积极影响。第三，通过使用来自实际任务的可观察团队过程绩效测量，与其他依赖自我评估绩效测量的研究相比，我们提高了我们的研究结果的有效性。我们的研究在三个方面对现有研究做出了贡献。首先，将个体 MMBP 准确度和相似度的测量方法扩展到团队层面。其次，研究表明，狭义和整体 MMBP 的准确性以及整体 MMBP 的相似性对团队流程绩效产生积极影响。第三，通过使用来自实际任务的可观察团队过程绩效测量，与其他依赖自我评估绩效测量的研究相比，我们提高了我们的研究结果的有效性。我们的研究在三个方面对现有研究做出了贡献。首先，将个体 MMBP 准确度和相似度的测量方法扩展到团队层面。其次，研究表明，狭义和整体 MMBP 的准确性以及整体 MMBP 的相似性对团队流程绩效产生积极影响。第三，通过使用来自实际任务的可观察团队过程绩效测量，与其他依赖自我评估绩效测量的研究相比，我们提高了我们的研究结果的有效性。