Communities of practice applied for process digitization: a case study of the Universidad Técnica Particular de Loja

The objective of this paper is to analyze the impact of the application of Communities of Practice on process improvement in the context of the digital transformation. The methodology of this research is an interpretative case study, based on 100 processes supporting academic and university management in the Universidad Técnica Particular de Loja. To take better advantage of the new technologies implemented, the process improvements were developed involving teams and groups of people, conforming structures similar to those of communities of practice. The results from this study point out that the organization of groups based on dialogical processes enabled the creation of new knowledge that resulted in process improvement in the experience of the digital transformation project. It gives a deep narrative interpretation to the facts identified during the development of process improvement activities in a digital transformation project.