Analyzing increasingly digitalized knowledge-intensive processes

Abstract

Knowledge-intensive processes (KiPs) are typically viewed as business processes performed by knowledge workers making complex decisions. Increasing digitalization of KiPs through AI and other means reduces the adequacy of that view. This conceptual contribution proposes and illustrates an updated view of KiPs based on a work system perspective (WSP) that expands the scope of BPM. Three WSP approaches are proposed to analyze KiPs. First, work system models are used with different degrees of specificity to support different stakeholders. Second, continuous design dimensions are proposed for visualizing important KiP issues and challenges. Third, the roles and responsibilities of digital agents in relation to different facets of work are analyzed. The three approaches are introduced using a running example and are evaluated using a real-world KiP involving diagnostic radiology. The three WSP approaches help to analyze KiPs and attain a greater understanding by offering an integrated view of KiPs that spans management and technical viewpoints. This conceptual contribution shows how ideas and models related to the WSP provide paths for integrated visualization and analysis of KiPs. The paper extends Business Process Management (BPM) by providing approaches that stakeholders with different concerns and interests can use for describing and analyzing KiPs that may be automated to varying degrees.