Managing process knowledge for decision support

In this paper we describe a technique for modeling and implementing process knowledge within an organization. We begin by presenting a framework (Knowledge Mill) for describing the knowledge management process. Later, we elaborate on one aspect of the process — classification. In particular, we describe a goal-oriented modeling schema for capturing and organizing knowledge during the decision-making process. A patented tool (ThoughtFlow™) that supports the application of the goal-oriented schema is also described. In addition, a case study of using the framework and tool in a strategy deployment process, within the IT organization of a large company, is presented.