While workflow systems are used for efficient workflow management, the need for grasping knowledge flowing among the participants on such systems is increasing. Although knowledge management systems are getting introduced to improve the quality of work, each worker still has to search for proper knowledge when faced with some problems. It is rather inefficient since knowledge-searching consumes time and knowledge is often not explicitly described in the systems. Therefore, providing a set of knowledge-holders for problems that arise with regard to workitems is another option for effective knowledge management.
This paper proposes a mapping between questions that arise on workitem transformations and the organization with corresponding knowledge, thereby providing a set of alternatives for references. We build ontology for products and organizations in order to give mapping between them. We also build topic map, which is one of the international standard for information management, in order to provide an easy way to search for proper information for the questions.
We suggest three kinds of mapping. The first of them is mapping between the question and the suggested characteristics of agents. The second mapping is related to comparing the product structure information and the goal structure information with regard to organization information. This mapping is based on the similarity between the two structure information. The final mapping is comparing the question with a set of proposed characteristics of the agents.
With the result of the mapping, we provide a way to determine which agent has the most related knowledge on the questions by giving weights to the characteristics the agents have.
