Knowledge Intensive Business Processes: An Exploratory Study

In today's business world, the role of knowledge and knowledge intensive business processes (KIBPs) is ever increasing. Subsequently the capability of Business Process Management (BPM) in managing KIBPs is being questioned. Academics and practitioners alike suggest that BPM needs to evolve into a more flexible discipline that is capable of dealing with KIBPs. As a first step towards this goal, it is important to understand KIBPs better and the way they differ from non-KIBPs. Based on 20 in-depth interviews with process owners from 10 different organizations, this exploratory work provides insight into the identification of KIBPs and how they differ from non-KIBPs in terms of characteristics. The results confirm most of the suggestions in theory, yet challenges some of the existing categorizations such as the continuum of structured to unstructured processes. Furthermore, a range of information sources used to manage both types of processes are identified, suggesting new areas for research.