Measurement and performance impact of team mental models on process performance

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