An evaluation framework for improving knowledge-intensive business processes

In the move from the industrial to the knowledge economy, organisations have shifted the focus from the improvement of their production processes to the improvement of their collaborative processes in a bid to optimise the effectiveness of their human capital. Our goal is to provide stakeholders of knowledge-intensive business processes with information about the performance of their process that allows them to make practical improvements to the process to gain a competitive edge. In this paper, we present the framework that we have developed to evaluate the tender response process for its organisational knowledge creation capability. We report here on the progress of our research and our interim findings.