ANP-based knowledge management solutions framework for the long-term complaint knowledge transfer
ANP-based knowledge management solutions framework for the long-term complaint knowledge transfer
复制标题
基于ANP的长期投诉知识转移知识管理解决方案框架
DOI：
10.1080/14783363.2018.1486554
复制
发表时间：
2018
影响因子：
3.9
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，用于选择知识管理（KM）解决方案，将投诉知识转移到新产品开发中。基于广泛的文献综述和先前的研究项目，已经确定了相互竞争的目标、多样化的标准以及各种特定于组织的因素，并将其整合到框架中。我们对 15 名知识管理专家进行了专家研究，以根据确定的目标和选择标准评估知识管理解决方案。此外，在德国机械设备行业的案例研究中测试了实际适用性。该框架超越了现有的技术投诉管理 (TCM) 方法，能够对 TCM 流程中的长期知识转移阶段进行更精细的设计。在这方面，该框架提供了一种系统方法来帮助从业者为特定的组织环境选择知识管理解决方案。专家研究和案例研究的结果得出了在中医背景下选择知识管理解决方案的几个普遍意义（例如，针对单一标准的最有利的知识管理解决方案）。这些发现能够将投诉知识有效且高效地转移到未来的产品开发中，从而促进更可持续和改进的中医流程的设计。
This paper presents a methodological framework based on the analytical network process (ANP) approach for selecting knowledge management (KM) solutions for transferring complaint knowledge to new product developments. Based on an extensive literature review and prior research projects, competing objectives, diverse criteria as well as various organisation-specific factors have been identified and integrated into the framework. An expert study amongst 15 KM experts was conducted to evaluate KM solutions with respect to the identified objectives and selection criteria. Additionally, the practical applicability was tested in a case study in the German machinery and equipment industry. The framework exceeds existing approaches to technical complaint management (TCM) in enabling a more elaborated design of the long-term knowledge transfer phase within the TCM process. In this regard, the framework provides a systematic approach to assist practitioners in selecting KM solutions for a specific organisational setting. Several universal implications for selecting KM solutions in the context of TCM were derived from the results of the expert study and the case study (e.g. most favourable KM solutions for single criteria). These findings enable an effective and efficient transfer of complaint knowledge to future product developments, and thus facilitate the design of a more sustainable and improved TCM process.