KNOWLEDGE MANAGEMENT DRIVEN BUSINESS PROCESS AND WORKFLOW MODELING WITHIN AN ORGANIZATION FOR CUSTOMER SATISFACTION

摘要

Enterprises to deal with the competitive pressure of the network economy have to design their business processes and workflow systems based on the satisfaction of customers. Therefore, mass product productions have to be abandoned for individual and customized products. Enterprises that fail to meet this challenge will be obliged to step down. Those which tackle this problem need to manage the knowledge of various customers in order to come out with a set of criteria for the delivery of services or production of products. These criteria should then be use to reengineer the business processes and workflows accordingly for the satisfaction of each of the customers. In this paper, based on the knowledge management approach, we define an enterprise business process and workflow model for the delivery of services and production of goods based on the satisfaction of customers.