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Towards Understanding Quality-Related Characteristics in Knowledge-Intensive Processes - A Systematic Literature Review

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Quality of Information and Communications Technology (QUATIC 2021)

Part of the book series: Communications in Computer and Information Science ((CCIS,volume 1439))

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Abstract

Context: Contemporary process management systems have been supporting users during the execution of repetitive, predefined business processes. Many business processes are no longer limited to explicit business rules as processes can be unpredictable, knowledge-driven and emergent. In recent years, knowledge-intensive processes (KIPs) have become more important for many businesses. However, quality-related aspects of these processes are still scarce. Therefore, it is hard to evaluate these types of processes in terms of their quality. Objective: In this paper, we present a Systematic Literature Review aiming at investigating and reporting quality-related aspects of KIPs. Results: We identified in the selected studies the characteristics and methods related to KIPs. Although several papers present quality aspects of processes, literature still lacks directions on the quality-related approaches in KIPs.

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Author information

Authors and Affiliations

  1. Federal University of Rio de Janeiro, Rio de Janeiro, Brazil

    Rachel Vital Simões & Toacy Oliveira

  2. University of Waterloo, Waterloo, Canada

    Glaucia Melo

  3. ISTAR-Iscte, University Institute of Lisbon, Lisbon, Portugal

    Fernando Brito e Abreu

Authors
  1. Rachel Vital Simões
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  2. Glaucia Melo
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  3. Fernando Brito e Abreu
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  4. Toacy Oliveira
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Corresponding author

Correspondence to Rachel Vital Simões .

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Editors and Affiliations

  1. Faculty of Engineering of the University of Porto, Porto, Portugal

    Ana C. R. Paiva

  2. Institut Polytechnique de Paris, Paris, France

    Ana Rosa Cavalli

  3. University of Algarve, Faro, Portugal

    Paula Ventura Martins

  4. University of Castila-La Mancha, Ciudad Real, Ciudad Real, Spain

    Ricardo Pérez-Castillo

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Simões, R.V., Melo, G., Brito e Abreu, F., Oliveira, T. (2021). Towards Understanding Quality-Related Characteristics in Knowledge-Intensive Processes - A Systematic Literature Review. In: Paiva, A.C.R., Cavalli, A.R., Ventura Martins, P., Pérez-Castillo, R. (eds) Quality of Information and Communications Technology. QUATIC 2021. Communications in Computer and Information Science, vol 1439. Springer, Cham. https://doi.org/10.1007/978-3-030-85347-1_15

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  • DOI: https://doi.org/10.1007/978-3-030-85347-1_15

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