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Erschienen in:
What is Business Process Management? Kapitel lesen Erstes Kapitel lesen

2010 | OriginalPaper | Buchkapitel

Process Management for Knowledge Work

verfasst von : Thomas H. Davenport

Erschienen in: Handbook on Business Process Management 1

Verlag: Springer Berlin Heidelberg

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Abstract

In this chapter, the topic of using process improvement approaches to improve knowledge work is addressed. The effective performance of knowledge work is critical to contemporary sophisticated economies. It is suggested that traditional, engineering-based approaches to knowledge work are incompatible with the autonomy and work approaches of many knowledge workers. Therefore, a variety of alternative process-oriented approaches to knowledge work are described. Emphasis is placed on differentiating among different types of knowledge work and applying process interventions that are more behaviorally sensitive.

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Vorheriges Kapitel What is Business Process Management?
Nächstes Kapitel The Scope and Evolution of Business Process Management
Fußnoten
1
This chapter draws from several published sources, including Chaps. 1–3 of Davenport (2005) and Davenport and Iyer (2009).
 
2
I first employed this distinction in an article with Sirkka Jarvenpaa and Michael Beers, “Improving Knowledge Work Processes” (Davenport et al. 1996).
 
3
For an example of the relationship between knowledge sharing and performance, see Cummings (2004).
 
4
Brown and Duguid have elaborated on the process–practice distinction in their book “The Social Life of Information” (Brown and Duguid 2000, p. 91–116).
 
5
For more on the relationship between Six Sigma and process management in general, see Conger (2010).
 
6
The use of Business Process Management approaches in collaborative work settings is explored in Kemsley (2010).
 
7
For an example of how to assess self-reported attention allocation, see Davenport and Beck (2002).
 
Literatur
Adler PS, McGarry FE, Talbot WB, Binney DJ (2003) Enabling process discipline: lessons from Computer Sciences Corporation on Capability Maturity Model Level 5, working paper, University of Southern California, May 26, 2003
Brown JS, Duguid P (1991) Organizational learning and communities-of-practice: toward a unified view of working, learning, and innovation. Organisation Science 2:40–57CrossRef
Brown JS, Duguid P (2000) The social life of information. Harvard Business School Press, Boston
Conger S (2010) Six sigma and business process management. In: vom Brocke J, Rosemann M (eds) Handbook on business management, vol 1. Springer, Heidelberg
Crissis MB, Conrad M, Shrum S (2003) CMMI: guidelines for process integration and product improvement. Reading, MA, USA
Cummings JN (2004) Work groups, structural diversity, and knowledge sharing in a global organization. Manage Sci 50(3):352–364CrossRef
Davenport TH (2005) Thinking for a living: how to get better performance and results from knowledge workers. Harvard Business School Publishing, Boston
Davenport TH, Beck JC (2002) The attention economy. Harvard Business School Press, Boston
Davenport TH, Glaser J (2002) Just in time delivery comes to knowledge management. Harvard Business Review 80:107–111
Davenport TH, Iyer B (2009) Should you outsource your brain? Harv Bus Rev, Feb 2009
Davenport TH, Jarvenpaa SL, Beers MC (1996) Improving knowledge work processes. In: Sloan Management Review, pp 53–65
Davenport TH, Thomas RI, Desouza KC (2003) Reusing intellectual assets. Industrial Management, 45(3):12–18
Drucker PF (1968) The age of discontinuity. Harper & Row, New York
Gery G (1991) Electronic performance support systems. Ziff Institute, Cambridge, MA
Hall JM, Johnson ME (2009) When should a process be art, not science? Harv Bus Rev, March 2009
Haynes AB, Weiser TG, Berry WR et al. (2009) A surgical safety checklist to reduce morbidity and mortality in a global population. N Engl J Med 360(5):491–499CrossRef
Kemsley S (2010) Enterprise 2.0 meets business process management. In: vom Brocke J, Rosemann M (eds) Handbook on business process management, vol 1. Springer, Heidelberg
Quinn JB (1992) Intelligent enterprise: a knowledge and service-based paradigm for industry. Free Press, New York
Software Engineering Institute (1995) The capability maturity model: guidelines for improving the software process. Reading, MA, USA
Metadaten
Titel
Process Management for Knowledge Work
verfasst von
Thomas H. Davenport
Copyright-Jahr
2010
Verlag
Springer Berlin Heidelberg
Buch
Handbook on Business Process Management 1

Print ISBN: 978-3-642-00415-5

Electronic ISBN: 978-3-642-00416-2

Copyright-Jahr: 2010

DOI
https://doi.org/10.1007/978-3-642-00416-2_2