Knowledge related aspects of businesses processes are often ignored or referred to as a black box in process improvement projects. As a result they remain untouched and it is left to the knowledge workers to establish routines and workflows that deliver results needed to fulfill the business processes needs. This often results in lowered efficiency, redundancy of knowledge related activities, lack of systematic knowledge sharing and maintaining and insufficient support for knowledge workers.
In this paper we introduce goals and practices as well as criteria to monitor the degree of achievement for such processes. We connect these to a maturity model for knowledge intensive business processes, which is used to assess and improve quality of knowledge intensive processes. It can be used during process improvement projects as well as for a self assessment.
Gronau, Norbert; Heinze, Priscilla; and Bahrs, Julian, "Iterative Development of Professional Knowledge Intensive Business Processes" (2010). AMCIS 2010 Proceedings. 88.