Purpose – The purpose of this paper is to seek effective measurement methods that reflect the real value of process capital. Design/methodology/approach – From a system model perspective, the authors refined the existing knowledge of process measurement by distinguishing three kinds of...

Purpose – The purpose of this paper is to report the findings of a study on the management of intellectual capital in Fortune Motors. It intends to highlight how an automobile service firm apply dynamic knowledge management concept to create new service processes which resulted in breaking...