Linking e-business and operating processes: The role of knowledge management

The new business landscape ushered in by ebusiness has revolutionized business operations but, to date, has not integrated well with internal knowledge management initiatives. Through the development of e-business focused knowledge, organizations can accomplish three critical tasks: (1) evaluate what type of work organizations are doing in the e-business environment (know-what); (2) understand how they are doing it (know-how); and (3) determine why certain practices and companies are likely to undergo change for the foreseeable future (know-why). In this paper we take a process perspective and reflect upon the value e-business knowledge contributes in the enhancement of three core operating processes: customer relationship management, supply chain management, and product development management. Understanding how e-business impacts these core processes and the subprocesses within them, and then leveraging that knowledge to enhance these processes, is key to an organization’s success in deriving superior marketplace results. In this paper, therefore, we highlight the central role knowledge management plays in diagnosing and managing e-business-driven changes in organizations.