Performance-Centered Design of Knowledge-Intensive Processes
Anne P. Massey, Mitzi M. Montoya-Weiss, Tony M. O'Driscoll
Journal of Management Information Systems · 2002 · Volume 18 · Issue 4
DOI: 10.1080/07421222.2002.11045700
Abstract
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-SOLVING THEORY PROBLEM STRUCTURE SYSTEMS THEORY
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