Turbulent changes and competitive pressures have forcedorganizations to constantly change. Business process redesign (BPR)has been widely adopted as an organizational change method in the1990s. Although BPR projects provide the possibility of dramaticperformance improvement, many organizations have encountered seriousproblems due to the lack of commitment to such projects and thedifficulty of systematic targeting of critical processes. Byidentifying the cause--effect relationships within an organization,we try to address these issues. We propose a cognitive map basedmethod, called two-phase cognitive modeling (TCM), to helporganizational members identify potential organizational conflicts,capture core business activities, and suggest ways to support thenecessary organizational change. To apply the method in the realworld context, we developed a prototype modeling tool, calledtwo-phase cognitive modeling facility (TCMF). Working procedures ofthe TCM method and TCMF features are illustrated with theirapplication to the real BPR project of a dairy company.
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