دانلود رایگان مقاله انگلیسی چارچوب مدیریت دانش برای انتقال شکایت دانش برای توسعه محصول - الزویر 2018

Abstract

The paper presents a methodological framework based on the analytical network process (ANP) approach for selecting knowledge management (KM) solutions for complaint knowledge transfer to product development. Existing approaches to technical complaint management (TCM) mostly neglect the necessity of knowledge transfer, and thus do not address quality or sustainability issues. The framework addresses this shortcoming by providing a systematic approach for selecting appropriate KM solutions in a given organizational environment. Based on extensive literature review competing objectives, diverse criteria as well as various organization specific factors have been identified and integrated into the framework. An expert study amongst 15 KM experts was conducted for parametrizing the model (i.e., to evaluate KM solutions with respect to the identified objectives and criteria). The framework enables long-term effects on failure-based learning and facilitates the design of a more sustainable TCM.

5. Conclusion

In this paper, an ANP-based KM solutions framework for the long-term complaint knowledge transfer has been presented. A detailed problem statement and literature review pointed out the necessity to extend the scope of existing technical complaint management models to a more sustainable approach for long-term knowledge transfer. The presented findings are new in the field of technical complaint management. The main contribution is a systematic framework using the analytical network process approach to select appropriate knowledge management solutions along the process of long-term complaint knowledge transfer. The outcomes of the proposed framework are ranking scores that show practitioners the contribution of KM solutions to the knowledge transfer process. The results from an expert-based parametrization of the framework give first indication of alternatives that need to be emphasized with regard to the different phases of the knowledge transfer process as well as specific selection criteria. To sum up, the proposed KM solutions framework helps to handle several complex factors in an objective and logical manner. However, company-specific preferences have to be considered to derive a comprehensive ranking of KM solutions. Case studies in the German manufacturing industry are planned to test the framework and its practical implications. Specifically, its usefulness and contribution to solve quality and sustainability issues by transferring appropriate complaint knowledge needs confirmation by broader data collection. Moreover, the case studies will be used to developed general profiles within the proposed framework. These profiles should suggest KM solutions considering general organizational prototypes (e.g., by number of employees, industry or organizational structure).