Performance-centered design of knowledge-intensive processes

Anne P. Massey, Mitzi M. Montoya-Weiss, Tony M. O'Driscoll

Research output: Contribution to journalArticlepeer-review

42 Scopus citations


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.

Original languageEnglish (US)
Pages (from-to)37-58
Number of pages22
JournalJournal of Management Information Systems
Issue number4
StatePublished - Jan 1 2002


  • Electronic performance support
  • Fuzzy front-end
  • New product development
  • Performance-centered design
  • Problem structure
  • Problem-solving theory
  • Systems theory

ASJC Scopus subject areas

  • Management Information Systems
  • Computer Science Applications
  • Management Science and Operations Research
  • Information Systems and Management


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