By Anthony Woollacott at October 23 2018 18:13:39
Knowledge workers carry out these processes by taking into account multiple inputs (generally a wide set of unstructured data and information) to perform difficult tasks and make complex decisions among multiple possible ways of doing the work, each one implying different levels of risk and possible benefits. They are dependent on individuals and it is not possible to automate them. One example of a knowledge process is "Marketing a new product". The same steps are followed each time a new product is launched (benchmarking competitors, deciding pricing strategy, planning promotion, etc...), but it is the experience, knowledge and intuition of the people that drive the process to success.
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If the process is instantiated frequently and the instances are homegeneous, it is possible to create great process models that dramatically increase the efficiency of the process. The best way to ensure process improvement is to generate an environment in which people are motivated, enthusiastic and passionate about process management. Most of the time, knowledge processes are collaborative. By performing a process collaboratively it is possible that each task is carried out by the most specialised, experienced and knowledgeable worker in that specific area. Having a net of relations within the organization is a very important asset for people executing knowledge processes.
It is usual that knowledge processes take the form of projects to manage their execution. If the output of the process is a unique product, managing work as a project will result in obvious advantages. There are certain guidelines that can help an organization willing to improve their knowledge processes: Provide process description on how to approach work Try to figure out the best way to carry out a knowledge process, by making the best practices existing in your organization (or in your industry) explicit. Publish process definitions in a format that is easy to consult and understand. Provide tools that facilitate and standardize work Decide which tools are best to help knowledge workers carry out their work. Involving all affected knowledge workers in the process of deciding which tools will be used is very convenient, in order to obtain user buy in.