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Title: A framework for the improvement of knowledge-intensive business processes
Authors: Dalmaris, P
Tsui, E 
Hall, B
Smith, B
Keywords: Process management
Knowledge management
Issue Date: 2007
Publisher: Emerald
Source: Business Process Management Journal, 2007, vol. 13, no. 2, p. 279-305 How to cite?
Journal: Business Process Management Journal 
Abstract: Purpose – This paper aims to present research into the improvement of knowledge-intensive business processes.
Design/methodology/approach – A literature review is conducted that indicates that a gap exists in the area of knowledge-based business process improvement (KBPI). Sir Karl Popper’s theory of objective knowledge is used as a conceptual basis for the design of a business process improvement (BPI) framework. Case studies are conducted to evaluate and further evolve the improvement framework in two different organisations.
Findings – Highlights the gap in the literature. Draws attention to the merits of KBPI. Reports on the design of an improvement framework for knowledge-intensive business processes, and on the lessons learned from the conducted case studies.
Research limitations/implications – Practical and time constraints limit the scope of the case studies. General applicability can be inferred, but not tested, due to the small number of case studies.
Practical implications – A new practical way to achieve performance improvement, that utilises structured tools on intangible organisational assets. The framework can be applied by organisations that run knowledge-intensive business processes.tested, due to the small number of case studies.
Originality/value – This paper addresses a gap in the area of KBPI. It combines concepts from business process management with a robust theory of knowledge to design a practical improvement framework. The paper also contains interesting argumentation supporting the use of Karl Popper’s epistemology in BPI and knowledge management.
ISSN: 1463-7154
DOI: 10.1108/14637150710740509
Rights: Business Process Management Journal © 2007 Emerald Group Publishing Limited.
Appears in Collections:Journal/Magazine Article

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