Business process management Improving a knowledge-intense business process using knowledge management Dr Peter Dalmaris Futureshock Research Dr Bill Hall Tenix Defence
About my project TENIX case study A framework for the improvement of knowledge-intense business processes. Validation of the framework. Company A Company B Theoretical Research (literature, theory-building)
To develop the Knowledge-Based Process Improvement framework.
The development was based on theoretical research and case-study based research.
Three case studies were completed.
Final case study was on a Tenix process.
Case study objective
To apply, test, and improve a framework for the improvement of knowledge-intense business processes using knowledge management.
Tenix is a knowledge-intense organisation.
Definition : A knowledge-intense organisation is one that depends on business processes that are high in knowledge intensity and complexity.
Overview of the KBPI
Based on Karl Popper’s evolutionary epistemology. Answers the question “what is knowledge”.
Describes a business process in terms of a formal ontology .
Uses an analytical methodology for identifying areas for potential improvement.
Overview of the KBPI This presentation focuses on these components of the KBPI
KBPI Process Ontology
A formal language for describing a business process
Used to built a formal model of a business process
Normal Classes The KBPI Process Ontology is composed of the top-level normal classes and eight abstract classes (next slide).
How is this ontology used?
Used to build tools that aid in capturing and analysing a business process instance.
Such a tool was build, based on Protégé, a free ontology editor from Stanford Medical Informatics
Designed as a “how-to” guide for improving business processes.
Defines the process improvement process.
Composed of the Audit, Analysis, and Design stages.
Two levels of improvement
Process level improvement
Function level improvement
Visual analysis Label shows the actual format with which knowledge is encoded, the actual system utilised for its transport, and their general category The red line encloses process tasks that are involved in the processing of the same knowledge object. This is generally called a “knowledge path”.
An AS IS process report
Provides a detailed description of the business process.
Identifies areas of potential improvement at the process level and function level.
An AS COULD process report
Addresses the areas of potential improvement identified in the AS IS report.
Provides recommendations for improvement.
Importance of KBPI framework
Offers a systematic way for improving knowledge-intense business processes.
As part of the improvement process:
the organisation gains detailed knowledge of its own processes
Changes to the process are rationalised based on their impact to the process
Importance of KBPI framework
For the first time (to the best of my knowledge), process knowledge becomes a central resource and consideration for process improvement.
Execution is transparent and straight-forward.
Rule-based analysis: happy to get my self out of the job.
Predictable execution time.
How KBPI helped companies
Company #1 (low-tech): Discovered and documented numerous “knowledge bottlenecks” between company and contractors.
Company #2 (high-tech): Discovered and documented knowledge system redundancies leading to overly complicated knowledge processes.
Company #3 (Tenix, mid-tech): Discovered and documented poor utilisation of existing systems leading to waste of time and effort.
Also visit http://www.futureshock.com.au for a long paper of this presentation
Dr Peter Dalmaris is a lecturer and consultant based in Sydney. He has a PhD in Knowledge Management and Business Process Management, a Bachelors in Electrical Engineering, a Masters in Information Systems Engineering, and a Masters in Knowledge Management. Recently he started Futureshock Research, a Sydney company that seeks to continue the development of the KBPI, introduce related products (especially software) to the market, and provide consultancy services.