A Conceptual Model for the Use of Social Software in Business Process Management and Knowledge Management

Companies are required to have good management, systems and performance in order to survive in today's competitive business. BPM (Business Process Management) and KM (Knowledge Management) implementation can help organizations improve their capabilities through the use of individual knowledge resources and better organizational collective knowledge. In unstructured and constantly changing processes, traditional BPM often encounters problems because of the deviation between the model process and the reality of its implementation, as well as failure to improve ideas and innovation to the end user of the BPM process. This problem can be solved by encouraging various stakeholders to participate actively to BPM implementation. Using social software on BPM initiatives can actively involve all relevant stakeholders and assist in the knowledge management process. This research follows several steps i.e. reviewing the literature, formulation problems, analyzing results from the literature and finally proposing a conceptual model. The results of this paper are the conceptual model for using social software that will affect Business Process Management and Knowledge Management. This conceptual model is expected to open opportunities for further research in the field of social software, BPM and KM. (C) 2019 The Authors. Published by Elsevier B.V.