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Business Process Management: Profiting From Process by Roger T. Burlton

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Identifying Information and Knowledge Needs

This step determines the nature of the information required to support the priority processes described in the process architecture. As such, it refers to an information or data model that hopefully exists within the organization. If not, one might have to be created. The cross-reference to such models should be in the form of a “where-used” or CRUD (create, read, update, delete) type of referral.

Similarly, this step identifies the types of tacit knowledge (human, including education, experience, competencies, and skills) and explicit knowledge (documented) required to guide the organization’s processes to their potential ends.

If the process areas are knowledge-intensive, a business should attempt ...

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