Model evaluation of the effectiveness of business processes in terms of managing knowledge workers

eng Article in English DOI:

send Justyna Patalas-Maliszewska , Sławomir Kłos University of Zielona Góra, Poland

Download Article


This article elaborates on the model of managing knowledge workers. The authors aim at analysing a effectiveness of business processes in the sale functional area in enterprises based on the research results. Specifically, likely consequences of managing knowledge workers as "sale specialist" on the effectiveness of internal business processes are studied. This was followed by a discussion on the results of the literature and empirical studies. The summary shows the directions of a further work.


business processes, effectiveness, knowledge workers

Model oceny efektywności procesów biznesowych w aspekcie zarządzania pracownikami wiedzy


W artykule zaprezentowano model oceny efektywności procesów biznesowych w obszarze sprzedaży w aspekcie zarządzania pracownikami wiedzy na podstawie wyników badań empirycznych. Zaprezentowano wyniki badań dotyczące wpływu wymiany wiedzy pomiędzy pracownikami wiedzy na wartości zdefiniowanych wskaźników oceny efektywności procesów biznesowych. W podsumowaniu pokazano kierunki dalszych prac.

Słowa kluczowe

efektywność, pracownicy wiedzy, procesy biznesowe


  1. Drucker P.F., Managing for the future: The 1990s and beyond, New York: Truman Talley Books 1993.
  2. Evans H.G., Ashworth M., Chellew A., Davison A., Towers D., Exploiting activity-based information: easy as ABC, “Management Accounting”, 74/7, 1996, 24-29.
  3. Han K. H., Kang J. G., A process-based performance measurement framework for continuous process improvement, “International Journal of Industrial Engineering”, 14/3 2007, 220-228.
  4. Madhavan R., Grover R., From embedded knowledge to embodied knowledge: new product development as knowledge development, “Journal of Marketing”, 62, 1998, 1-12.
  5. Nonaka I., Takeuchi H., The knowledge-creating company: How Japanese companies create the dynamics of innovation, Oxford University Press, USA 1995.
  6. Polanyi, M., Human knowledge. Chicago: The University of Chicago Press, 1966.
  7. Sathe V., Culture and related corporate realities. Irwin, Canada, 1985.
  8. Szilagyi A.D., Management and Performance, 2nd ed Scott Foresman and Co., New Jersey, 1984.
  9. Wang S., Noe R.A., Knowledge sharing: A review and directions for future research, “Human Resource Management Review”, 20, 2010, 115-131.
  10. Yang J. T., Job-related knowledge sharing: Comparative case studies, “Journal of Knowledge Management”, 8/3, 2004, 118-126.
  11. Zott C., Amit R., Business Model design and the performance of entrepreneurial firms. “Organization Science”, 18/2, 2007, 181-199.
  12. Hult G.T.M., Hurley R.F., Knight G.A., Innovativeness: its antecedents and impact on business performance, “Industrial Marketing Management”, 33/5 2004, 429-438.
  13. Radas S., Bozic L., The antecedents of SME innovativeness in an emerging transition economy, “Technovation” 29 2009, 438-450.