A framework for the improvement of knowledge-intensive business processes

Peter Dalmaris

Futureshock Research, Sydney, Australia

Eric Tsui

The Hong Kong Polytechnic University, Kowloon, Hong Kong

Bill Hall

Tenix Defence, Victoria, Australia, and

Bob Smith

Tall Tree Labs, California State University,

Huntington Beach,

Peter Dalmaris;Futureshock Research, Sydney, Australia;Eric Tsui;The Hong Kong Polytechnic University, Kowloon, Hong Kong

Processes lie at the heart of everything that organisations do to maintain their existence and grow. Most processes involve knowledge to some degree. Improving organisational efficiency and effectiveness inevitably involves process improvement. In this paper, a framework for knowledge-based business process improvement (KBPI) is presented.

This framework is grounded on Karl Popper’s theory of knowledge as extended by Niiniluoto’s (1999) Critical Scientific Realism, and can be applied to the process analysis and improvement of a wide range of business processes. In addition, to this epistemological foundation, the framework consists of an appropriate business process ontology and an improvement methodology. Collectively, the foundation epistemology, the ontology, and the methodology are referred to as the KBPI framework.

The objective of this paper is to present the KBPI and its three components.
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