KNOVA: modelling the knowledge value-added factors that influence business process performance in organisations

Business process models are designed in isolation but must be applied in real organisational and business situations. A key management concern is how to identify those levers of control that influence the factors that allow a business process to achieve maximum performance. We demonstrate the application of the KNOVA (KNOwledge Value-Added) technique to the problem of making visible the hitherto intangible people, culture and knowledge factors that can easily influence the success or failure of a business process. We illustrate its application to the processes of a diagnostic team within a department of a large hospital. Two benefits ensue: the articulation of a common understanding of the factors that affect team performance; and the pin-pointing of resource investment to maintain performance and reduce risk or cost