Case Study of Collaborative Knowledge Management in the Early Phases of Product Development

2004 ◽  
pp. 283-295 ◽  
Author(s):  
James Gao ◽  
Hayder Aziz ◽  
Paul Maropoulos ◽  
Wai M. Cheung
Keyword(s):  
Knowledge Management ◽  
Product Development ◽  
Collaborative Knowledge Management ◽  
Collaborative Knowledge ◽  
Early Phases

Collaborative Knowledge Management in the Call Center

2010 ◽  
pp. 78-92
Author(s):  
Debbie Richards
Keyword(s):  
Knowledge Management ◽  
Call Center ◽  
Knowledge Workers ◽  
Daily Routine ◽  
Management Tools ◽  
Problems And Solutions ◽  
Collaborative Knowledge Management ◽  
General Goals ◽  
Collaborative Knowledge

Collaboration is fundamental to the goals and success of knowledge management (KM) initiatives aimed at supporting decision making and problem solving. Yet many KM approaches and systems do not provide explicit mechanisms which allow knowledge to be collaboratively built up, validated and reconciled so that the more general goals of knowledge sharing and reuse can be achieved. In domains such as the call center, problems and solutions need to be created, retrieved, reworked and reused by multiple individuals and typically involves the use of multiple knowledge management tools, knowledge scattered across disparate sources and implicit “know-how”. Acquiring, accessing, maintaining, sharing, reconciling and reusing knowledge in its various forms are particular challenges in the call center domain where the knowledge needed is complex and constantly changing made worse by short-term knowledge workers. The approach suggested allows knowledge, in the form of rules, to be incrementally acquired as the problem arises, in the form of cases, as part of the daily routine. Using the approach, knowledge workers are able to collaboratively and incrementally capture and maintain the heuristics they use daily for trouble-shooting. Further the system is designed to integrate to a wide variety of information and knowledge sources including legacy systems, recognizing the investment and value of such sources and minimizing the need to duplicate existing resources. This paper reports experiences and issues with knowledge management systems in the call center environment. A case study conducted during 2003-2006 is presented which describes how users found the incumbent systems and a prototype knowledge management system embodying the above approach.

scholarly journals Cooperative and Collaborative Knowledge Management, so how we should manage the most important resource of the organization − case study

2019 ◽  
Vol 66 ◽  
pp. 01034
Author(s):  
Marta du Vall ◽  
Marta Majorek
Keyword(s):  
Qualitative Research ◽  
Knowledge Management ◽  
Intellectual Capital ◽  
Role Models ◽  
Management Systems ◽  
Collaborative Knowledge Management ◽  
Contemporary Management ◽  
Definition Of ◽  
Collaborative Knowledge

The aim of the study is to analyze contemporary management systems and knowledge sharing, based on the analysis of existing materials and qualitative research − case studies. First it was necessary to solve dictionary concerns. In many languages, the words cooperation and collaboration are usually used as synonyms, and in some countries, collaborations are often pejoratively associated, so it is necessary to analyze the existing materials and present an adequate and precise definition of the title concepts. Then, the authors focused on a practical approach to working with intellectual capital throughout the organization and presented examples that can serve as role models.

Enabling Intelligence in Web-Based Collaborative Knowledge Management System

2013 ◽  
pp. 63-82
Author(s):  
Krissada Maleewong ◽  
Chutiporn Anutariya ◽  
Vilas Wuwongse
Keyword(s):  
Knowledge Management ◽  
Knowledge Creation ◽  
Management System ◽  
Knowledge Management System ◽  
Web Based ◽  
Creation Process ◽  
Relevant Term ◽  
Collaborative Knowledge Management ◽  
Knowledge Representation Language ◽  
Collaborative Knowledge

This paper presents an approach to enhance various intelligent services of a Web-based collaborative knowledge management system. The proposed approach applies the two widely-used argumentation technologies, namely IBIS and Toulmin’s argumentation schemes, to structurally capture the deliberation and collaboration occurred during the consensual knowledge creation process. It employs RDF and OWL as its underlying knowledge representation language with well-defined semantics and reasoning mechanisms. Users can easily create knowledge using a simple corresponding graphical notation with machine-processable semantics. Derivation of implicit knowledge, similar concept discovery, as well as semantic search, are also enabled. In addition, the proposed approach incorporates the term suggestion function for assisting users in the knowledge creation process by computing the relevance score for each relevant term, and presenting the most relevant terms to users for possible term reusing or equivalence concepts mapping. To ensure the knowledge consistency, a logical mechanism for validating conflicting arguments and contradicting concepts is also developed. Founded on the proposed approach, a Web-based system, namely ciSAM, is implemented and available for public usage.

Management of Knowledge in New Product Development in Portuguese Higher Education

2011 ◽  
pp. 149-168 ◽  
Author(s):  
Maria Manuel Mendes ◽  
Jorge F.S. Gomes ◽  
Bernardo Batiz-Lazo
Keyword(s):  
Knowledge Management ◽  
Product Development ◽  
New Product Development ◽  
New Product ◽  
Development Project ◽  
Knowledge Process ◽  
Product Development Project ◽  
Knowledge Intensive ◽  
Portuguese Higher Education

This chapter uses key concepts in the knowledge management literature to analyse the procedures and practices used by a team during a new product development project. More precisely, the knowledge process or knowledge cycle is used as a means to examine issues relating to knowledge identification, creation, storage, dissemination, and application in new product development. Results from the case study also suggest that the knowledge process may be valuable in assessing the structural elements of knowledge management, but fails to provide a more comprehensive explanation of the dynamics and complexities involved. This suggests that more elaborate models are needed to explain how knowledge is created, shared and used in knowledge-intensive processes.

Sign in / Sign up

Export Citation Format

Share Document