Modelling knowledge in SD organisational interventions may become a puzzling task because of difficulties inachieving a common shared view among business key-actors about the impact of Intellectual Capital (IC) investmentson future company performance.Such difficulties are not only related to the intangible nature of IC, but also to the indirect role of knowledge inaffecting performance drivers and outcomes. This phenomenon is particularly relevant in service businesses, whereintangibles account for a high percentage of total assets.In order to overcome such problems, a conceptual framework has been developed by the authors to build a generic SDmodel aimed to support business decision makers in IC planning, with particular regard to service firms.Such model has provided the basis for developing two ILEs focused on a telecom mobile service provider and aninsurance company. The first application was related to an education project, while the second one was linked to aconsulting assignment.The use of a conceptual framework as a basis to build an ILE has proved to be a successful strategy in order to bettercommunicate business key-actors the potential of SD in modelling and assessing IC policies.Main key-issues underlying model development and the ILEs’ application are discussed in the paper, and mostsignificant outcomes from simulations are commented.
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