A Framework for knowledge-based diagnosis and improvement planning of business processes.

Abstract

The aim of this project is the design and evaluation of a framework for knowledge based diagnosis and improvement planning of business processes. The outcome is a soundly based framework that can provide additional leverage within organisations. The study starts from identification of a research gap concerning the methods and concepts available for incorporating knowledge processes and newer knowledge management perspectives into business process improvement initiatives. The methodology adopted for the evaluation of the framework is an action research approach using a case study method, within an extended form of design-based research for a single case, with added validation phases for increased prospective transferability of results. This leads to a staged approach where, firstly, a tentative initial framework is produced from extant literature; secondly, that initial form is exposed to a critique producing an intermediate version; thirdly, the intermediate framework is implemented in the case study company and further developed, based on the feedback, to give a concluding version. Finally, the concluding framework is validated by a panel of experts. Additionally, by reflecting on experience from the case with other data collected in the study, recommended guidelines for implementation are assembled. The principle contribution to theory is the bridging of the research gap identified by introducing a new framework that advances the understanding of the link between knowledge management and business process improvement. The study also contributes an extended design-based research methodology by incorporating the single case and validation phases. The contribution to practice is an implementable and effective framework which will help guide knowledge management support in knowledge-intensive organisations. Potential further research directions are suggested.