Document Type

Work in Progress


The newly established holistic approach to BPM (Business Process Management) has led to increased recognition of the knowledge and experience people develop, use and share while modelling, executing and improving their business processes. However, this knowledge perspective is often neglected by the current BP improvement methodologies. Our empirical research confirms that business process improvement is, in fact, a complex, knowledge-intensive, collaborative process that consists of a set of coordinated, contextualised knowledge management processes. This paper describes the results of our on-going research project that, among other things, aims to investigate the role of individual and collective process knowledge developed and used in a business process improvement methodology deployed in a real-life, complex organization.