Knowledge management framework for complaint knowledge transfer to product development
Knowledge management framework for complaint knowledge transfer to product development
复制标题
将投诉知识转移到产品开发的知识管理框架
DOI：
10.1016/j.promfg.2018.02.108
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发表时间：
2017
期刊：
影响因子：
--
通讯作者：
Schmitt
中科院分区：
文献类型：
--
作者：
Hellebrandt;Schmitt
本文提出了一个基于分析网络过程（ANP）方法的方法框架，用于选择投诉知识转移到产品开发的知识管理（KM）解决方案。现有的技术投诉管理方法大多忽视了知识转移的必要性，因此没有解决质量或可持续性问题。该框架通过提供在给定的组织环境中选择适当的知识管理解决方案的系统方法来解决这一缺点。基于广泛的文献回顾竞争的目标，不同的标准以及各种组织的具体因素已经确定并整合到框架中。在15名知识管理专家中进行了一项专家研究，以使模型参数化（即，根据确定的目标和标准评估知识管理解决方案）。该框架能够对基于失败的学习产生长期影响，并有助于设计更具可持续性的中医。
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.