A cognitive framework for reengineering knowledge-intensive processes

We develop a framework for improving knowledge-intensive aspects of administrative processes. We depart from the premise that changing business processes amounts to manipulating process knowledge in humans and machines, and can thus be seen as a special case of knowledge management. Such a view requires a clear view of what process knowledge is. In this paper, we develop such a view based on concepts from cognitive science. We give some implications of this model for analyzing, redesigning, and implementing knowledge-intensive processes.