Improving knowledge intensive processes through an enterprise knowledge medium

Abstract

This paper combines three major streams of recent business research and shows how they can complement each other. Specifically, it examines which possibilities exist to improve knowledge intensive processes through new media. The paper is divided into four sections: in the first section, we explain what it means to analyze business processes from a knowledge perspective and we classify processes in regard to their knowledge intensity and process complexity. Then, we describe our approach to improve knowledge intensive processes with the help of a knowledge medium. We illustrate this approach through the case study "Deutsche Bank" in the third section. Finally, in the fourth section, we summarize some consequences for a process methodology supported by a knowledge medium.