knowledge intensive business processes

The growing importance of knowledge in product development processes is followed by the urgent need to manage the quality of implemented knowledge management strategies in the process. All sorts of companies have been implementing knowledge management activities in their daily routines, either or not they are aware of it. This paper introduces a model to measure the maturity level of knowledge intensive business processes, which is adjusted to the needs of small and medium enterprises (SME). A set of success factors and their indicators were developed to help identifying the as-is process situation and plan improvement measures as well as a web-based self-assessment tool.

Continuous attempt for improvement as well as the permanent impulse to explore and eliminate failures and flaws belong to the classical quality mindset, which is also reflected in CIP approaches. However, it is often difficult to systematically identify improvement potentials with minimal expenses, especially in knowledge intensive business processes. A purposefully combined disciplines and instruments of quality management, process management and knowledge management enables the development of a maturity model adjusted to the needs of SME. This maturity model, based on the methods of CIP, serves to uncover the potentials in the knowledge process. The following contribution demonstrates the development, application as well as the value of employing the quality-oriented maturity model for knowledge intensive business processes.