Knowledge Management Can Be Lean: Improving Knowledge Intensive Business Processes

摘要: The main objective of this paper is to analyse the knowledge dimension a repetitive, but highly complex business process (BP) in case organisation – large logistics service provider. More precisely, illustrates an application combined Business Process Management (BPM) and Knowledge (KM) framework one its core BPs demonstrates possible approach analysing “knowledge-intensiveness” chosen process. that particular example BP, sustainable source competitive advantage does not come from automation, related experiential decision makers, complexity their decisions. Also, order improve type process, our research shows it necessary consider human-centred rather than simply focus on structure, as was typically done past, structured BPs.