Enterprise Systems (ES) are now established business operating systems in many organisations worldwide. Although the familiarity with these comprehensive systems has increased rapidly, they appear to be one of the most complex applications that organisations have ever implemented. Organisations realize the need to better leverage their knowledge resources as they lack in-house ES knowledge and the costs of engaging experienced consultants are paramount.

The case study presented uses an existing framework to manage knowledge in ES and puts this into context by applying it in real-life practice. This is done through the proliferation of extended reference process models. By integrating proposed types of knowledge into process models, it will be demonstrated what types of knowledge can be captured and how this knowledge can be managed in organisations. Employees in the organisation have not only been interviewed but also encouraged to participate in capturing knowledge for their business processes. This co-operation fostered the completion of a reference model, which supports employees in managing their knowledge.