Multi-Dimensional Performance Framework for Enterprise Knowledge Infrastructures

Within service-oriented business environments, the non-routine processing of requests requires a greater degree of social interaction and learning to elicit an effective response. Specific practices arise and evolve through these cooperative interactions, however traditional enterprise systems are often `closed' and do not support the evolution of practices within a network of practitioners. Enterprise knowledge infrastructures (EKI) can support such a phenomenon but adequate support for capture and re-use of practical knowledge has many known challenges. We propose a general EKI framework to support business-social interactions and monitor their value to accelerate the creation and evolution of practice through reflexive knowledge. The main contributions of the framework are: 1) a multi-dimensional model for monitoring the value of social interactions to stakeholders, 2) living objects that capture and feedback multi-dimensional performance as reflexive knowledge for task execution, and 3) a generalized architecture for effective implementation