Performance-Centered Design of Knowledge-Intensive Processes.

Author List: Massey, Anne P.; Montoya-Weiss, Mitzi M.; O'Driscoll, Tony M.;

Journal of Management Information Systems, 2002, Volume 18, Issue 4, Page 37-58.

We develop and illustrate a performance-centered design (PCD) methodology for structuring knowledge-intensive, ill-defined processes. PCD provides a holistic view of a performance environment by considering the complex interdependencies between the organizational context, business processes, and individual performers. The context for our theoretical exposition is the fuzzy front-end of the new product development (NPD) process. Despite the fact that front-end concept definition and selection is central to a firm's innovation capability, these activities are ill-structured and typically the most poorly managed in the entire innovation process. Through a case study, we illustrate the proposed PCD methodology as applied to the fuzzy front-end and additionally illustrate how electronic performance support technology can be utilized to support the fuzzy front-end process. Although specifically applied within the context of one firm, we contend that the PCD methodology is applicable to other knowledge-intensive and relatively unstructured processes.

Keywords: Electronic performance support; fuzzy front-end; new product development; performance-centered design; problem structure; problem-solving theory; systems theory.

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List of Topics

#221	0.261	competence experience versus individual disaster employees form npd concept context construct effectively focus functionalities front-end knowledge-intensive stage explores set definition
#188	0.180	processes interaction new interactions temporal structure research emergent process theory address temporally core discussion focuses area underlying deep structures way
#57	0.127	decision support systems making design models group makers integrated article delivery representation portfolio include selection effective claims decisions rationale various
#59	0.124	capabilities capability firm firms performance resources business information technology firm's resource-based competitive it-enabled view study value infrastructure results organizational model
#31	0.093	problem problems solution solving problem-solving solutions reasoning heuristic theorizing rules solve general generating complex example formulation heuristics effective given finding
#152	0.054	software development process performance agile processes developers response tailoring activities specific requirements teams quality improvement outcomes productivity improve fit maturity