Knowledge Intensive Business Processes: Theoretical Foundations and Research Challenges

In very recent times, the pressing need to compete on the basis of human-centered knowledge rather than process automation, has expanded the field of Business Process Management (BPM) to include knowledge intensive business processes. This paper proposes a theoretical framework that combines the related research in BPM and Knowledge Management (KM) fields, including a holistic model of BPM, a process/knowledge continuum and the so-called reversed knowledge pyramid. More precisely, this conceptual paper analyses the reversed knowledge pyramid, along the process/knowledge continuum, taking a holistic approach. This, in turn, sets the much-needed foundations explaining how strategy, processes, people, knowledge and technology (both KM and BPM) all fit together for different types of BPs and create opportunities for value creation and competitive differentiation. The proposed multidisciplinary framework is also used to indentify the key research questions that lie at the intersect of BPM and human-centered KM and require a multidisciplinary approach.