Role of process knowledge in business process improvement methodology: a case study

Purpose – The purpose of this paper is to analyse the importance and role of process knowledge in the business process (BP) improvement methodology with the help of a case study.Design/methodology/approach – The approach takes the form of a literature review that highlights the challenges and issues in the existing BP improvement methodologies. An in‐depth case study that has embarked on a major BP improvement initiative that emphasizes individual and collective process knowledge in a real‐life complex organization is presented.Findings – The paper confirms that BP improvement is, in fact, a complex, knowledge‐intensive, collaborative process that consists of a set of coordinated, contextualized knowledge management processes. The design of the “to‐be” process in this study is a knowledge co‐creation process that uses collaborative exploration of different scenarios and contexts. Compared with the traditional BP improvement methodologies where the main emphasis is on the design of a new process model, the...

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