A case study of BPM and KM integration: From process automation to knowledge intensive business processes

In very recent times, the pressing need to compete on the basis of knowledge rather than process automation, has expanded the field of Business Process Management (BPM) to include knowledge intensive business processes. This paper focuses on the problem of BPM and Knowledge Management (KM) integration in the context of customer-facing business processes. It introduces a theoretical framework that has been used to guide a case study of BPM/KM integration in a large organisation. The case confirms the importance of process-related knowledge, in particular its relationship to organisation's competitive strategy.