This document proposes a framework for improving knowledge-intensive processes and aspects of processes. It views changing business processes as manipulating process knowledge in humans and machines, akin to knowledge management. The framework is based on concepts from cognitive science to clarify the nature of process knowledge. Process knowledge is viewed as scripts - patterns of events stored in memory that allow organizations to solve problems by exhibiting the right response. The framework aims to integrate top-down and bottom-up business process reengineering approaches.
This document proposes a framework for improving knowledge-intensive processes and aspects of processes. It views changing business processes as manipulating process knowledge in humans and machines, akin to knowledge management. The framework is based on concepts from cognitive science to clarify the nature of process knowledge. Process knowledge is viewed as scripts - patterns of events stored in memory that allow organizations to solve problems by exhibiting the right response. The framework aims to integrate top-down and bottom-up business process reengineering approaches.
This document proposes a framework for improving knowledge-intensive processes and aspects of processes. It views changing business processes as manipulating process knowledge in humans and machines, akin to knowledge management. The framework is based on concepts from cognitive science to clarify the nature of process knowledge. Process knowledge is viewed as scripts - patterns of events stored in memory that allow organizations to solve problems by exhibiting the right response. The framework aims to integrate top-down and bottom-up business process reengineering approaches.
A Cognitive Framework for Reengineering Knowledge-intensive Processes
Hans van Leijen, Walter R.J. Baets
NOTION, Universiteit Nyenrode Breukelen, the Netherlands h.vleijen@nyenrode.nl, w.baets@nyenrode.nl
Abstract Eppler et al. give defining attributes of complex and
knowledge-intensive processes [8]. Knowledge intensive- We develop a framework for improving knowledge- ness is characterized by highly contingent outcomes or intensive aspects of administrative processes. We depart dependency on chance events, many possibilities an agent from the premise that changing business processes has to choose from, necessity of creativity in solving amounts to manipulating process knowledge in humans problems, quick obsolescence of knowledge, dependency and machines, and can thus be seen as a special case of of performance on agent skill, and long learning time. knowledge management. Such a view requires a clear view They distinguish an additional complexity dimension for of what process knowledge is. In this paper, we develop business processes: the number of steps and the number of such a view based on concepts from cognitive science. We agents involved, interdependencies between steps, and the give some implications of this model for analyzing, rede- importance of the order in which steps are performed. In signing, and implementing knowledge-intensive processes. this paper, we define knowledge-intensiveness to include process complexity. 1. Introduction Business Process Reengineering [6], [11], is the restructuring of tasks in an organization in such a way that This paper develops a framework for improving information technology is optimally exploited. In the first knowledge-intensive processes and knowledge-intensive half of the nineties, it was proposed as a radical, clean- aspects of processes. Processes that involve knowledge- sheet approach to business transformation. Currently, its intensiveness should be handled with care in reengineering methods and tools are usually applied in an incremental efforts, as trying to impose structure might hurt their fashion as just one aspect in more extensive organizational effectiveness [4]. We try to explain why this is, and change projects. outline a method to guide choices in improvement efforts. Traditionally, BPR has been approached from two We depart from the premise that changing business angles [6]. The top-down, “strategic” approach from the processes amounts to manipulating process knowledge in management literature tries to improve certain humans and machines, and can thus be seen as a special performance measures by offering step plans and case of knowledge management. Such a view requires a guidelines (see [22] for an overview). The bottom-up, clear view of what process knowledge is; in this paper, we “technical” approach from the information systems field, develop such a view based on concepts from cognitive on the other hand, offers modeling formalisms to represent science. and analyze existing and future processes. We focus on knowledge-intensive operative processes In the literature, cohesion between these two [25]: processes in which knowledge is used to make approaches is often low: step plans offer little in the way decisions or create an output. Examples are bidding, new of methods and instruments, while modeling formalisms product development, legal support and risk assessment. pay little attention to their usage situation. The However, we contend that almost any process involves management literature does little to carefully define and knowledge-intensiveness to some extent for recovering delineate the process aspect of organizations, while the from errors, handling exceptional cases and complaints, modeling formalisms literature often neglects issues of and for improving or adapting the process itself. economy of modeling by insisting that “the end-to-end Furthermore, many processes that have a clear and simple process” should be modeled in order to “gain insight”. In structure, involve knowledge-intensive tasks at a lower practice, modeling is often considered too expensive or too level of abstraction. slow.
Proceedings of the 36th Hawaii International Conference on System Sciences (HICSS’03)
(Research Handbooks in Business and Management) Mohammad Keyhani, Tobias Kollmann, Andishe Ashjari, Alina Sorgner, Clyde Hull - Handbook of Digital Entrepreneurship-Edward Elgar Publishing (2022)