Process and practice have come to represent two opposing views of organisational knowledge. A case-study is reported which investigates the relationship between process and practice in the sales order office of a food production company. Interviews with staff reveal how they collectively exhibited the characteristics of a community of practice. However, it is also shown how different aspects of the community's contextual knowledge can be distinguished and understood in relation to a formal process model. The findings are discussed in relation to bridging the gap between process and practice perspectives.