Workflow Knowledge Selection within an Enterprise for Quality of Service Improvement
Main Article Content
Abstract
In Enterprises, knowledge is used in the execution of tasks in workflows for users. This knowledge is held by employees involved in
the workflow. With the instability of employees, quality of service is not always guaranteed. However, due to competitiveness, Enterprises are
forced to improve their quality of service to satisfy their customers. This requirement leads to the definition of an approach to build a knowledge
base used to achieve a given level of satisfaction. This knowledge base to be used by employees shall contain the most important knowledge
because it is not all knowledge of employees working in the workflow that will be kept. This raises a problem of selection of knowledge. The
knowledge management in an enterprise is the keystone for its success, and knowledge and information are becoming more important in today’s
business practice. In this paper, we address the question of choosing knowledge necessary to develop a knowledge base within an enterprise. It is
important to select the most valuable knowledge for future use. We first present the three natures of knowledge in an enterprise and show that
these three natures of knowledge can be represented uniquely as a knowledge model. From this model, we define some rules to develop a
knowledge base. By using the resulting knowledge base in daily work, enterprises will improve their productivity and quality of service,
and their workflows in order to deal with the competitive pressure of the network economy.
Â
Keywords: Knowledge management, knowledge sharing, knowledge base, Quality of service, Customer Satisfaction, Business Process
Modelling
Downloads
Article Details
COPYRIGHT
Submission of a manuscript implies: that the work described has not been published before, that it is not under consideration for publication elsewhere; that if and when the manuscript is accepted for publication, the authors agree to automatic transfer of the copyright to the publisher.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work
- The journal allows the author(s) to retain publishing rights without restrictions.
- The journal allows the author(s) to hold the copyright without restrictions.