Business Processes Improvement by Using Consumers’ Knowledge

Business and public organizations can improve their business processes by using the knowledge of consumers hereinafter referred to as prosumers. The purpose of this paper is to identify these processes. Thus, the APQC Business Process Classification Model as well as the conceptual model of prosumers participation in business processes were used. The outcomes show that prosumers are willing to share their knowledge in order to increase product functionality, reliability and usage convenience. Meanwhile, business organizations use p rosumers’ knowledge mainly for designing products or their parts, improving the look of the products and their packaging, as well as selecting proper raw materials to produce them. Public organizations, in turn, use prosumers’ knowledge mainly for improving the quality of customer service. The results obtained can be helpful for both – business and public organizations. They can show them how they can use prosumers’ knowledge for improving business processes.