Modelling knowledge in business processes: a case study of Croatian banks

Abstract

Knowledge management is the systematic approach to controlling set up processes, distribution and applying knowledge and creating the necessary framework conditions for this. Organisational knowledge as an important element of the entire business knowledge could be systemized, documented and retrieved in business process repository developed by business process modelling tools, within business process change projects. This paper describes an approach that aims to combine business process modelling and knowledge management, portraying the interactions between processes and organisational knowledge. Furthermore, it examines the case study of two Croatian leading banks, analyzing and discussing its practical experience in conducting business process modelling projects as the basis for knowledge management system development.