Accessibility navigation

Knowledge intensive processes characteristics and improvement: a banking best practice example

Michell, V. (2012) Knowledge intensive processes characteristics and improvement: a banking best practice example. In: 24th International Conference on Advances Information Systems Engineering; Information Services, 25 - 29 June 2012, Gdansk, Poland.

[img] Text - Published Version
· Restricted to Repository staff only
· The Copyright of this document has not been checked yet. This may affect its availability.


It is advisable to refer to the publisher's version if you intend to cite from this work. See Guidance on citing.


This paper identifies characteristics of knowledge intensive processes and a method to improve their performance based on analysis of investment banking front office processes. The inability to improve these processes using standard process improvement techniques confirmed that much of the process was not codified and depended on tacit knowledge and skills. This led to the use of a semi-structured analysis of the characteristics of the processes via a questionnaire to identify knowledge intensive processes characteristics that adds to existing theory. Further work identified innovative process analysis and change techniques that could generate improvements based on an analysis of their properties and the issue drivers. An improvement methodology was developed to harness a number of techniques that were found to effective in resolving the issue drivers and improving these knowledge intensive processes.

Item Type:Conference or Workshop Item (Paper)
Divisions:Henley Business School > Business Informatics, Systems and Accounting
ID Code:37597
Uncontrolled Keywords:knowledge intensive process, cognitive demand complexity, interaction density
Additional Information:Links via URL's may be temporary: Citation is pp 45-52 in Theodoulidis, B., Tan, Y. L., and Macaulay, L. (Eds) (2012). Case Studies in Service Innovation CSSI’12, Workshop Proceedings from 24th International Conference on Advanced Information Systems Engineering (CAiSE’12), Gdańsk, Poland. 26 June 2012. ISBN 978-0-9565994-2-1 (printed version), 978-0-9565994-3-8 (electronic version)

University Staff: Request a correction | Centaur Editors: Update this record

Page navigation