Introduction
In one important way, this chapter tells us something we already know, which is how to capture the knowledge embedded in a workflow and understand how it is used, and that we do not need to master any additional tools to do this. Workflow mapping and analysis is a form of KM in its own right, in that by mapping workflows we capture the formal and tacit knowledge an organization incorporates into its processes. If the workflow mapping methods described in chapter 3 are followed, both the formal or explicit knowledge and the tacit knowledge in a workflow will be revealed. Much of the basis for process improvement discussed in chapter 4 rests on having captured both types of knowledge and their ...
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