Business Knowledge Management

In the last few years a lot has been written about Business Process Management, and about technologies supporting it such as BPMS, SOAP and Web Services. Most of these theories, tools and techniques refer to processes of a highly structured nature.

Typically, BPM theorists and practitioners have focused on highly structured processes, like back-office processes of industrial or administrative nature. These processes are highly standardized and repeatable, produce a consistent output and are likely to be automated in part or end-to-end (STP). All process instances are executed in a very similar way and it is easy to draw a flowchart detailing the sequence in which tasks are executed. It is also possible to formalize the business rules that guide decisions, normally based on the evaluation of some process variables.

But recently other kinds of processes have caught the attention of process management specialists. They are known as knowledge processes, or knowledge-based processes. Knowledge processes can be defined as "high added value processes in which the achievement of goals is highly dependent on the skills, knowledge and experience of the people carrying them out". Some examples could be management, R&D, or new product development processes.

Knowledge workers carry out these processes by taking into account multiple inputs (generally a wide set of unstructured data and information) to perform difficult tasks and make complex decisions among multiple possible ways of doing the work, each one implying different levels of risk and possible benefits. They are dependent on individuals and it is not possible to automate them.

One example of a knowledge process is "Marketing a new product". The same steps are followed each time a new product is launched (benchmarking competitors, deciding pricing strategy, planning promotion, etc...), but it is the experience, knowledge and intuition of the people that drive the process to success.

* Multiple inputs to the process exist

Some of them would be competition, lifecycle stage of the market, brand image, budget, etc...

* Complex decisions are made

There are many possible ways to achieve the process objectives (reach planned sales, leverage brand image, etc...)

* Each decision implies different levels of risk and potential benefits

It is the responsibility of the worker to choose the best one (low price strategy, aggressive advertising campaign, etc...)

There are three main characteristics that make knowledge processes different from highly structured processes:

Focus is on communication instead of automation

The key to process improvement is to clearly communicate process definitions (the way in which the company wants the processes to be carried out) to the people in charge of their execution (through training, process descriptions publication, etc...). The better process participants understand the process definition, the higher the probability that the process is carried out according to it.

They are better implemented through obtaining buy-in than through imposing directives

They are more difficult to implement through discipline than administrative human-centric processes (although some discipline is needed). It is better to focus on obtaining buy-in from the people affected by the processes through early involvement, communication and expectations management. It is a known fact that knowledge workers are reluctant to change their habits. Some say knowledge workers don't like following procedures because they feel it limits their creativity; but most of the time they will be happy to follow a procedure as long as they see value in it, perceiving that it helps them work better and produce a better process output.

Process definitions are high level descriptions instead of rigid workflows

Processes can only be defined up to a certain level of detail, and it is difficult to provide low level work instructions or to automate decisions. Because they cannot be formalised in detail, process simulation is rarely possible. Decisions are highly subjective and too complex to be expressed in a formal language, as they are taken based on intuition and not on rigid business rules.

It is extremely important to continuously improve knowledge processes, by creating an environment through which they can evolve. This can only be achieved through coordination of diverse disciplines such as knowledge management, change management, expectations management, etc... It is crucial to establish an adequate process context (the combination of technologies, procedures, people, etc... that support the processes). The process context must incorporate feedback mechanisms, change evaluation procedures, process improvement methods and techniques and must be flexible, in order to be able to incorporate enhancements in an agile but controlled way.

If the process is instantiated frequently and the instances are homegeneous, it is possible to create great process models that dramatically increase the efficiency of the process. The best way to ensure process improvement is to generate an environment in which people are motivated, enthusiastic and passionate about process management.

Most of the time, knowledge processes are collaborative. By performing a process collaboratively it is possible that each task is carried out by the most specialised, experienced and knowledgeable worker in that specific area. Having a net of relations within the organization is a very important asset for people executing knowledge processes.

In the last years some organizations have emerged with the aim of creating professional communities around specific disciplines such as Software Development (SEI, ESI, etc...), Project Management (PMI), Business Process Management (BPMI), IT Service Management (ITSMF), etc... One of the objectives of these groups is to develop a body of knowledge that compiles the discipline's best practices in the form of reference frameworks, methodologies and maturity models. These assets should be considered by any organization interested in knowledge process management.

It is usual that knowledge processes take the form of projects to manage their execution. If the output of the process is a unique product, managing work as a project will result in obvious advantages.

There are certain guidelines that can help an organization willing to improve their knowledge processes:

* Provide process description on how to approach work

Try to figure out the best way to carry out a knowledge process, by making the best practices existing in your organization (or in your industry) explicit. Publish process definitions in a format that is easy to consult and understand.

* Provide tools that facilitate and standardize work

Decide which tools are best to help knowledge workers carry out their work. Involving all affected knowledge workers in the process of deciding which tools will be used is very convenient, in order to obtain user buy in. It is a good idea to choose a champion for each tool who will master its use.

* Assign owners to processes

Choose a person with leadership skills and the appropriate level of responsibility and influence and make him/her accountable for continuous improvement of the process. Give him/her a clear objective to achieve and an incentive to reach the goal.

* Encourage feedback for process improvement

To ensure that the flow of information between executors and the process owner is fluid, encourage people to contribute to process enhancement through incentives. Use your imagination to reward contributors (consider not only monetary incentives).

Lucas Rodr?guez Cervera is founder of Nevant ? Process documentation software, a company specialized in delivering process solutions to knowledge based companies. They pioneered this concept with metoCube.

---

Five Key Strategies for Making Your Nonprofit Business More Effective

I love tennis both as a spectator and a weekend player. I also believe that effective nonprofit organizations are an essential part of vibrant, engaged communities. As I was watching The... Read More

Tales from the Corporate Frontlines: The Responsibility for Job Security

This article relates to the Job Security competency, commonly evaluated in employee satisfaction surveys. This competency evaluates how your employees view their job security within your organization. In today's often volatile or contingent... Read More

Squeezing the Blood Out of that Old Turnip

I suspect all of you out there have someone that you rely on for insight and perspective ? that wise old mentor that seems to have an unlimited depth of experience to draw... Read More

Innovation Management ? what are the practical impediments?

Creativity can be defined as problem identification and idea generation whilst innovation can be defined as idea selection, development and commercialisation.There are distinct processes that enhance problem identification and idea generation and, similarly,... Read More

How to Manage Your People Well: Tips for Managers of Training

As a training manager, there are two important aspects to managing your people well: hiring, supervising, and motivating (managing with your people) and building up corporate support for your department (managing for your... Read More

Knowledge Management - Creating a Sustainable Yellow Pages System

How can I "know who knows" None of us can personally know more than around 250 people, yet we want our companies to be smart, learning organisations where it's easy to find the... Read More

How to use NLP for Business?

What is Neuro-Linguistic Programming?Neuro-Linguistic programme is nothing but the study of human excellence. It is an art. It teaches you to be at the very best. It can change your life once for... Read More

Why Free Agent Thinking Is Good For Your Company

It's no secret! Day after day the news is riddled with companies who are moving operations to other countries or completely closing their doors. Those who remain must transform themselves to lean, mean,... Read More

Tales from the Corporate Frontlines:Choosing an Effective Employee Recognition Program

This article relates to the Recognition competency, commonly evaluated in employee satisfaction surveys. It tells the story of how one company found the right recognition program by paying attention to employee feedback. This... Read More

The Challenges of Human Resource Management

IntroductionThe role of the Human Resource Manager is evolving with the change in competitive market environment and the realization that Human Resource Management must play a more strategic role in the success of... Read More

I Am Not A Number - Why Too Many Change Projects Fail

Many of you will recognise this quote from the 1960s TV show, "The Prisoner". Patrick McGoohan used the phrase to describe his frustration at not being treated as an individual, and being kept... Read More

Middle-Aged Managers, the Forgotten Digital Divide

The digital divide is defined by the role computers play within widening social gaps in our society, as the condition of one group having an advantage over another group in regard to computers,... Read More

ISO 9001 the Process Approach to Quality Assurance

What is the Process Approach to Quality?The ISO 9001 2000 standard is designed to manage and improve organizations processes. There is a great deal of misunderstanding and misinterpretation of the meaning of the... Read More

Which ITIL Process Should We Implement First?

The following question is usually debated a lot amongst IT managers. "With which process should we start when implementing ITIL?" Everybody has their own views, but here are my takes on it.Some consultants... Read More

Management Team Section of Business Plans

Writing an award winning business plan is a great skill, but rather than winning any awards you need to get funded. In order to be funded the bank, venture capital firm or even... Read More

Better Management Performance - The Easy 3-Step Way

Managers make three mistakes when they try to run businesses. They do too much, they don't trust their people and they don't have enough skills. Here we explore an easy 3-step process to... Read More

Effective Meetings: Why Most Meetings are a Waste of Time

Whether your company holds one meeting a week or dozens of meetings a day it is essential that this time is used efficiently and effectively. Most meetings are less effective than they could... Read More

The Rise of Corporate Chair Massages

Employers have rapidly begun to understand the importance of stress relief in the workplace. Stress free employees have a higher retention rate and higher rates of productivity. It is no wonder, given these... Read More

Think it Over

You can't solve a problem with the same thinking that created it. Albert Einstein Every decision is a deliberate act. It's the result of a well rehearsed pattern. Using... Read More

Five Days to More Effective Inventory Management

The litany of headaches related to the implementation and on-going care-and-feeding of enterprise-based inventory management applications (upgrading, downtime, maintenance, hardware obsolescence, and so on) is long. These implementation issues are enough make the... Read More

Management - Mary Poppins Style!

Mary Poppins describes a style of management which has for too long been hidden in many businesses and organisations.Think about it.She's "Practically perfect in every way" - is that not what we want... Read More

Operating on Perpetual Overload?

Check Out Your E-HabitsAnother week has ended. And, despite moving at the speed of light, you've once again barely made a dent in your more important goals or projects. Just about everyone wishes... Read More

Difficult Employees-Poor Performance - 10 Tips for Dealing with it in the Workplace

I personally struggle with the term 'managing people' - because I firmly believe that people cannot be managed ? only processes and systems can. How many times have you heard it said ?... Read More

On The Job Training is Something You Can???t Afford to Skip

Trained employees are more productive employees; there???s no doubt about that. Whether you???re your only employee or whether you???ve got a growing staff, put OJT (on the job training) at the top of... Read More

Employees Commit Corporate Fraud

Imagine the following scenario; Ten years ago you decided to quit your job and start your own company. For ten years you worked hard, made sacrifices, and it paid off in the end.... Read More

ISO 9001 Registration ? 8 Steps for Success

You've made the plans, built the quality system and conducted the audit. So how do you register your company as ISO 9001 conformant? And how can you be sure you're getting the most... Read More

How to Overcome Your Fear of Firing

OVERCOMING FEAR OF FIRING "It was obvious that this employee could not relate well to clients. But I could not bring myself to fire him.? and while I wavered, things only got worse... Read More

Why Employees Are the Best Source of Cost-cutting Ideas

Cost cutting has become a necessary and important reality in the modern corporate world. Yet many executives do not realize that their people are actually the best source of cost reduction ideas.There are... Read More

This Old Business

Not long ago I was asked to come out and take a look at a business that had been around for about 10 years... but the owner was frustrated with the amount of... Read More