A framework for the improvement of knowledge-intensive business processes

This paper presents of a field-tested framework for improving knowledge-intensive business processes. This framework addresses a gap in the area of knowledge-based process improvement identified via a literature review. It also addresses weaknesses and shortcomings related to the knowledge aspects of business processes of established process improvement methodologies such as TQM and Six Sigma. The framework, based on an extension of Karl Popper’s epistemology, enables the integration and synthesis of concepts and techniques typically applied in business process management and knowledge management. This framework consists of three tiered components: the epistemological foundation, a business process ontology, and an improvement methodology. The ontology is used for the capturing of data on those key components of the business process that are critical for the improvement effort. The methodology guides an organisation through the steps of process improvement. Finally, the three case studies that were used to design and field-test the framework are presented. © 2005 Peter Dalmaris All Rights Reserved.