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Timbrell G., Koller S., Lindstaedt Stefanie

Improving Service Innovation through Structured Process-oriented Knowledge Infrastructure Design

Proceedings of the I-KNOW`05, 5th International Conference on Knowledge Management, Springer, Graz, Austria, 2005

Formalised service innovation is a central tenet of enterprise systems lifecyclephases. Event driven process models extended with knowledge objects are found to be notuseful in early lifecycle phases. When an upgrade is required, a map of the knowledgeinfrastructure is needed to better design further service innovation because functional maps nolonger adequately describe the context adequately. By looking at formal changes to businessprocesses as service innovations, and recognising the knowledge infrastructure inherent inservices generally, changes driven through technology such as ES can be better understoodwith the application of frameworks such as B-KIDE.

Timbrell G., Koller S., Lindstaedt Stefanie

A Knowledge Infrastructure Hierarchy Model for Call Centre Processes

Proceedings of the I-KNOW `04, 4th International Conference on Knowledge Management, Graz, Austria, 2004

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