Improving knowledge work processes

Abstract

This working paper addresses the methods and approaches by which firms can successfully improve knowledge work processes. It is derived from a broader research project on “Managing and Improving Knowledge Work Processes,” itself a component project of the “Mastering Information & Technology” sponsored research program at Ernst & Young’s Center for Business Innovation. Other working papers address issues of viewing knowledge work as a process1 and the content of changes in knowledge work processes.2 As these other working papers discuss, knowledge work has distinctive characteristics, and should not be treated the same as administrative or operational work for purposes of improvement. Even the notion of a business process must be modified in order to fit well with knowledge work. In this paper, the primary focus is the difference between knowledge work improvement methods and approaches used to improve or reengineer other types of work