Modeling Business Process Knowledge Using a Combined DEMATEL Approach and Fuzzy Network Analysis Process

Abstract

One of the most valuable assets of an organization in today's competitive world is knowledge resources because they can create value. Knowledge management aims to identify and manage the organization; part of the valuable organizational knowledge is related to business processes. In this study, a framework for identifying and modeling processes is presented. Different dimensions of knowledge affect business processes and ultimately affect the value of the organization. To investigate and confirm the dimensions of knowledge, a process of fuzzy network analysis and integration of Demeter multi-criteria decision-making methods has been used to find cause-and-effect relationships and prioritize the dimensions and examples of knowledge. First, the key and valuable processes of the organization is identified during the map and then a model including the dimensions of knowledge such as knowledge input to the process, knowledge of the environment outside the process, knowledge during the process, Knowledge of the process output and Knowledge about the process has been developed. Next, dimensions, knowledge related to each dimension were presented. After analyzing the matrix, it was observed that Knowledge from the outside environment, knowledge about the process, and Knowledge during the process have the most significant impact on the organization's value, respectively.