Towards understanding quality-related characteristics in knowledge-intensive processes: A systematic literature review

Abstract

Context: Contemporary process management systems have been supporting users during the execution of repetitive, predefined business processes. Many business processes are no longer limited to explicit business rules as processes can be unpredictable, knowledge-driven and emergent. In recent years, knowledge-intensive processes (KIPs) have become more important for many businesses. However, quality-related aspects of these processes are still scarce. Therefore, it is hard to evaluate these types of processes in terms of their quality. Objective: In this paper, we present a Systematic Literature Review aiming at investigating and reporting quality-related aspects of KIPs. Results: We identified in the selected studies the characteristics and methods related to KIPs. Although several papers present quality aspects of processes, literature still lacks directions on the quality-related approaches in KIPs.