Measuring knowledge with workflow management systems

Abstract

Expert knowledge is captured in process design. In organisations, knowledge becomes embedded in routines, processes and practices as well as norms, and can be evaluated by the decisions or actions to which it leads, e.g. measurable efficiencies, speed or quality gains. Knowledge develops over time, through experience that includes what we absorb from courses, books and mentors, as well as from informal learning. In this paper, we analyse workflow history and demonstrate that workflow management systems enable knowledge measurement.