Managing knowledge in a service provider: a network structure-based model

2014 ◽  
Vol 18 (3) ◽  
pp. 611-630 ◽  
Author(s):  
Rodrigo Valio Dominguez Gonzalez ◽  
Manoel Fernando Martins ◽  
Jose Carlos Toledo
Keyword(s):  
Network Structure ◽  
Service Provider ◽  
Single Case ◽  
Research Strategy ◽  
Service Organization ◽  
Transfer Of Knowledge ◽  
Content Type ◽  
Industrial Services ◽  
Center Of Excellence

Purpose – The purpose of this paper is to analyze aspects of a network structure that promotes the practice of the knowledge management (KM) process in a service organization. The idea that knowledge is the main organizational resource has established itself in recent years, and knowledge has become more valuable in service organizations. Managing knowledge is therefore a central activity for organizations, and organizational structure must assist in this process. Design/methodology/approach – The research strategy used is the simple case study, applied in a large multinational company in its unit established in Brazil. Findings – The paper points out that the network structure has more flexible characteristics regarding formalization, centralization and integration. In the case study, this structure encourages the flow of knowledge through the interaction between individuals, and also across sectors of the organization, with the aid of a department coordinating the KM process, responsible for the storage and distribution of the best practices for future use in sites of service. Research limitations/implications – The first point that should be highlighted is that the organization selected for the study is highly advanced in terms of KM, producing excessively positive results. Another negative aspect is related to the single case methodology. It does not allow extrapolation of the results to a larger population. Practical implications – Within the context of industrial services highlights the service provider sites. The sites correspond to the service provider company frontline. In the sites occur the process of providing service, contact with the customer, improvement activities and, essentially, where knowledge is put in practice. To facilitate the storage and distribution of knowledge, the network structure presents a sector called Center of Excellence. The Center of Excellence aims to centralize the repository of knowledge, enabling the transfer of knowledge between different sites. Originality/value – The main contribution is aimed at describing the characteristics of a network structure that stimulates the KM process in a service organization. This network of sites facilitates the flow of knowledge and the creative process.

Networked interdependencies and interaction in a biotechnology research project

IMP Journal ◽  
2018 ◽  
Vol 12 (3) ◽  
pp. 460-482 ◽  
Author(s):  
Artur Janusz ◽  
Agata Bednarek ◽  
Leszek Komarowski ◽  
Pawel Boniecki ◽  
Per Engelseth
Keyword(s):  
Network Structure ◽  
Planning Process ◽  
Single Case ◽  
Careful Consideration ◽  
Research Strategy ◽  
Research Project ◽  
Project Organization ◽  
Content Type ◽  
Industrial Marketing ◽  
Biotechnology Research

Purpose The purpose of this paper is to reveal the interdependencies involved and how interaction takes place in the context of a project organization as a network of academic and business actors. Design/methodology/approach This study focuses on relationships between business and academia and applies a single case research strategy. Data are collected through a series of theoretically sampled in-depth interviews including company observations. The single case study provides a rich narrative of the network structure and processes involved in establishing, implementing and completing a research project in Poland. The Industrial Marketing and Purchasing Group network approach focusing on resource combinations that emerge in a network structure characterized by interdependency and integration is applied to analyze interaction in this project-organized network. Findings Change in interdependencies, interaction and integration are analyzed individually, and in conclusion in relation to each other. While supply chain management literature postulates that integration is a management goal, a driver of successful business, this study points out that integration is an outcome of interaction in a context of changing interdependencies. This means that managerial focus should rather be driven to understanding the nature of network interdependencies, their path of change and how interaction is carried out in this emergent context. Originality/value The study aims to help better understand the potential for research project cooperation by explaining how businesses and research units can cooperate through an understanding that integration is a complex phenomenon, focusing on how management may better support services production through careful consideration of that integration is developed through considerations of interdependencies as context of interaction in the varied business cultures a project network comprises. Project management is more a learning process than a planning process.

Dynamic capabilities, organizational learning and ambidexterity in a higher education institution

2019 ◽  
Vol 26 (4) ◽  
pp. 397-411 ◽  
Author(s):  
Carla Patricia da Silva Souza ◽  
Adriana Roseli Wünsch Takahashi
Keyword(s):  
Higher Education ◽  
Organizational Learning ◽  
Dynamic Capabilities ◽  
Single Case ◽  
Education Institution ◽  
Research Strategy ◽  
Observation Data ◽  
Higher Education Institution ◽  
Content Type

Purpose This paper aims to analyse how dynamic capabilities (DC) affect organizational learning (OL) in a Brazilian higher education institution (HEI) and how this relationship affects organisational ambidexterity (OA). Design/methodology/approach The research strategy involves a qualitative, single case study. Data were collected through in-depth interviews, documentary research over a 15-year period and nonparticipant observation. Data were analysed using narrative analysis. Findings The results show that founders and managers influence the activities related to sensing, seizing and reconfiguring DC. They interpreted the new opportunities and shared them with other individuals. Gradually, a collective sense about the new ideas was constructed. New academic and administrative routines were created and an OL process took place at the HEI, which resulted in a valuable balance between exploration and exploitation (OA) for the organisation. Originality/value The study offers insight into how DC, OL and OA can be related. Although each construct has its own independent definition, there are similarities between them. The case study demonstrates how these theories were affected, and the research, therefore, makes a new methodological contribution regarding how to study DC, OL and OA as an integrative phenomenon.

scholarly journals Interdependency in coordinating networked maintenance and modification operations

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Per Engelseth ◽  
Jan-Åke Törnroos ◽  
Yufeng Zhang
Keyword(s):  
Network Structure ◽  
Operations Management ◽  
Single Case ◽  
Continuous Change ◽  
Content Type ◽  
Norwegian Sea ◽  
Exchange Processes ◽  
Service Production ◽  
Engineering Services

PurposeThe purpose of this research is to detect, through applying a process-based view, how to manage economisation of the maintenance and modification operations in offshore petroleum logistics operations.Design/methodology/approachA single case study of engineering services, more specifically, maintenance and modification service operations, on a Norwegian Sea oil platform reveals the dynamics of building network capabilities in a consistent network structure. Two layers of coordination are studied: the engineering process and its context, represented by its network of interconnected firms. This case study empirically grounds how engineering service involves managing reciprocally interdependent exchange processes in the network structure.FindingsPooled interdependencies are vital in understanding the nature of service provision and use, and sequential interdependencies are vital in narrating the timing of processes to reveal the nature of process emergence to coordinate strings of production events. Furthermore, the network structure, when characterised by multiple interdependent projects, is also dynamic but at a slower pace.Originality/valueThrough the case study, operations management is revealed to be associated with project emergence at two levels: the core process level regarding daily continuous change, including the changing interaction of multiple different and interdependent projects, and the contextual level, where features of interdependency and integration change, affecting engineering service production. This provides guidance as to the economisation of engineering services. They change not only interactions in the flow of production but also its context.

Network control and balanced scorecard as inscriptions in purchaser–provider arrangements: insights from a hybrid government agency

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Nur Haiza Muhammad Zawawi ◽  
Zahirul Hoque
Keyword(s):  
Service Provider ◽  
Single Case ◽  
Actor Network Theory ◽  
Government Agency ◽  
Management Control ◽  
Network Control ◽  
Control Mechanisms ◽  
Content Type ◽  
The Impact

PurposeThis article examines the power of management control mechanisms as “inscriptions” for bringing the interests of organisations within a purchaser–provider network into alignment.Design/methodology/approachThe study contributes to accounting and accountability literature in hybrid organisations by applying actor-network theory to a case study organisation. This enables an analysis of how a government agency, operating as a social service provider to the community, developed and used management control mechanisms in its intra-organisational units to ensure its operations were aligned with the expectations of inter-organisational networks in a purchaser–provider context. Data were collected using open-ended interviews and by examining internal accounting and management reports, government archival records and newspaper articles.FindingsAnalysis of the results demonstrates that inter-organisational network control was internalised within the provider organisation because of the ability of the controls to function as inscriptions that influenced organisational actions. The authors conclude that the network control travelled across boundaries over time and was assimilated by the provider organisation to become its internal management control mechanisms.Research limitations/implicationsA single case study of a government service provider agency may limit the generalisation of the findings to other hybrid entities or networks. The significant practical essence of this study lies in the diversity within the results that offer a rich representation of the impact of purchaser–provider arrangements on internal organisational systems within a hybrid public sector setting.Originality/valueThe outcomes enhance knowledge of how a hybrid government agency developed, mobilised and institutionalised its management control mechanisms to ensure the activities of one party are consistent with the other parties' expectations within a network.

Systematic risk-analysis to support a living maintenance programme for railway infrastructure

2017 ◽  
Vol 23 (3) ◽  
pp. 326-340
Author(s):  
Peter Söderholm ◽  
Terje Nilsen
Keyword(s):  
Single Case ◽  
Research Strategy ◽  
Single Case Study ◽  
Content Type ◽  
Study Approach ◽  
Railway Infrastructure ◽  
Mode Of Transport ◽  
Infrastructure Maintenance ◽  
Maintenance Programme

Purpose The purpose of this paper is to describe an application of an effective risk-based methodology to support a living maintenance programme for railway infrastructure. Design/methodology/approach The overall research strategy is a single case study of switches and crossings at the Iron Ore Line in northern Sweden. The analysis was performed as a risk workshop guided by a methodology that integrates reliability-centred maintenance and barrier analysis. Findings The applied methodology is valuable to systematise and improve the existing maintenance programme, as well as supporting a continued living maintenance programme. Research limitations/implications The single case study approach may decrease the validity of the achieved results. However, similar case studies corroborate the results, which affect the validity in a positive way. Practical implications The resulting maintenance programme is effective, through compliance with external requirements, and more efficient, through improvements of tasks and intervals. Social implications An enhanced railway infrastructure maintenance programme contributes to improved safety, punctuality, and costs. Hence, railway becomes a more attractive mode of transport. Thereby, it also supports a safety performance of the railway that society is willing to pay for. Originality/value Significant improvements of the maintenance programme are achieved through adjustment of inspection intervals and tasks. The results also support the development of indicators, monitoring, and continuous improvement.

Knowledge transfer roles of subsidiaries in MNCs’ networks

2019 ◽  
Vol 29 (4) ◽  
pp. 329-346 ◽  
Author(s):  
Cigdem Baskici
Keyword(s):  
Knowledge Transfer ◽  
Single Case ◽  
Research Question ◽  
Hierarchical Structures ◽  
Knowledge Flows ◽  
Consumer Electronics ◽  
Knowledge Network ◽  
Content Type ◽  
Knowledge Based

Purpose Although there have been a considerable number of studies regarding subsidiary role typology in multinationals’ management literature, there appear to be few studies that consider knowledge-based role typology from the network-based perspective. The purpose of this study is to fill this gap and extend the study of Gupta and Govindarajan (1991). Thus, the study focuses on answering the following research question: Do subsidiaries have different roles in terms of knowledge flows within a multinational company (MNC)? Design/methodology/approach This empirical study has been carried out as an explorative single case study. An MNC with 15 foreign subsidiaries headquartered in Turkey, which operated in the manufacturing of household appliances and consumer electronics, has been selected as the case. Knowledge transfer is analyzed in this MNC from the network perspective. Findings Four role typologies are detected for subsidiaries of the MNC: collector transmitter, collector diffuser, converter transmitter and converter diffuser. Research limitations/implications Findings of this study are specific to this case. Testing the findings in a sample consisting of subsidiaries of MNCs producing transnational products may contribute to the generalizability of these roles. Practical implications This study offers potentially important findings for MNC managers to use. First, in this study, knowledge flows' route could be defined within MNCs’ dual network. Second, role typologies could inform MNC managers to design their MNCs’ knowledge network. Originality/value The suggested typologies are expected to more accurately define the roles of subsidiaries within contemporary MNCs which are accepted to be transformed from hierarchical structures to network-based organizations.

Frozen child: schema therapy for a forensic patient in a service for men with a diagnosis of severe personality disorder

2016 ◽  
Vol 18 (4) ◽  
pp. 254-264 ◽  
Author(s):  
Asad Ul Lah ◽  
Jacqui Saradjian
Keyword(s):  
Personality Disorder ◽  
Service User ◽  
Single Case ◽  
Schema Therapy ◽  
Content Type ◽  
Protective Strategy ◽  
Personal Reflections ◽  
Participant Observer ◽  
Severe Personality Disorder

Purpose Schema therapy has gone through various adaptations, including the identification of various schema modes. The purpose of this paper is to suggest that there may be a further dissociative mode, the “frozen child” mode, which is active for some patients, particularly those that have experienced extreme childhood trauma. Design/methodology/approach The paper is participant observer case study which is based on the personal reflections of a forensic patient who completed a treatment programme which includes schema therapy. Findings The proposed mode, “frozen child”, is supported by theoretical indicators in the literature. It is proposed that patients develop this mode as a protective strategy and that unless recognised and worked with, can prevent successful completion of therapy. Research limitations/implications Based on a single case study, this concept is presented as a hypothesis that requires validation as the use of the case study makes generalisation difficult. Practical implications It is suggested that if validated, this may be one of the blocks therapists have previously encountered that has led to the view that people with severe personality disorder are “untreatable”. Suggestions are made as to how patients with this mode, if validated, can be treated with recommendations as to the most appropriate processes to potentiate such therapy. Originality/value The suggestion of this potential “new schema mode” is based on service user initiative, arising from a collaborative enterprise between service user and clinician, as recommended in recent government policies.

Contradictions in qualitative management research

2016 ◽  
Vol 11 (1) ◽  
pp. 44-64
Author(s):  
Per Richard Hansen ◽  
Jens Dorland
Keyword(s):  
Impression Management ◽  
Research Strategy ◽  
Single Individual ◽  
Management Research ◽  
Content Type ◽  
Multiple Realities ◽  
Interview Situation ◽  
Analytical Work ◽  
Management Work

Purpose – Contradictory accounts in empirical material are often perceived as deliberate “lies” or “misleading deceptions” performed in acts of impression management, or they are simply neglected. When observed in the material collected empirically, methods have been developed in order to identify and remove them from the analytical work. The purpose of this paper is to re-visit and re-introduce a dissensus-based management research strategy in order to analytically be able to work with what appear to be contradictions and misinformation in qualitative research accounts, and give them a more profound role in the understanding of management ideas, work and practices. Design/methodology/approach – A literature review is presented on consensus and dissensus orientated theories on contradictions and multiple and conflicting identities in a single individual in an ethnographic inquiry. The purpose is to analyse and reflect upon the contradictory information gathered, and how it can shed light upon important aspects of the management work and practices performed by the informant. This is done by focusing on apparent contradictions in a single interview situation from an ethnographic case study through, respectively a consensus and a dissensus perspective. Findings – The findings indicate that dealing with contradictions and inner conflicts between self-view and external demands and conditions, led the informant to the production of multiple narrative self-identities imaging multiple realities that all appeared real to the informant. Each of these realities had different and contradictory impacts on the ideas and management work and practices he presented and performed in the organisation. These findings challenge the notions of “lies”, “deception” and “misinformation” in management research, and call for a more reflexive approach to analysis work in ethnographic accounts. Originality/value – By applying consensus and dissensus-oriented theories to a single account the authors point to conditions, phenomena and relations, which most current and historic management research streams fail to see. Multiple and conflicting identities surface in a single respondent during an interview situation, creating clearly self-contradictory and conflicting narratives and practices, that all appear to be oblivious to the respondent. These multiple and contradictory narrative identities all have significant impact on the management work performed by the respondent.

scholarly journals Innovation and cross-functional teams

2018 ◽  
Vol 24 (1/2) ◽  
pp. 84-105 ◽  
Author(s):  
Daniel Marasquini Stipp ◽  
Márcio Lopes Pimenta ◽  
Daniel Jugend
Keyword(s):  
Single Case ◽  
Field Research ◽  
Incremental Innovation ◽  
Future Research ◽  
Content Type ◽  
The Public ◽  
Tax Management ◽  
Functional Teams ◽  
Practical Implications

Purpose The aim of this paper is to characterize how innovation may happen through cross-functional teams (CFT) in an organization of the public sector. Design/methodology/approach A case study helped to characterize several behavior patterns, team structures and respective links with generating innovation in internal processes and public answering contexts. Findings The results highlight that formal-temporary teams present a higher capacity to generate incremental innovation in products, whereas permanent-informal teams have a higher capacity to generate innovation in the internal processes and public answering contexts. Research limitations/implications The limitations of this research relate to the fact that this is a single case study, and although it is an important case to examine innovation and CFTs, by its very nature, it is not possible to extend and generalize the obtained data to other organizations. The evaluation of its propositions was merely qualitative, and future research is needed to validate its characteristics. Practical implications Several settings of CFTs are presented, as well as their ability to generate different types of innovation, such as the computerization of documents, petitions and papers, which decreases the time to answer the taxpayer. Moreover, CFTs can help to create products, such as computer programs that can be used not only locally but also in several public organizations related to tax management. Originality/value The field research provides the perceptions of the respondents regarding CFT characteristics that can lead to specific types of innovation, as well as the types of products or services that can be generated by these processes.

Implementation of lean in IT SME company: an Italian case

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Marco Torri ◽  
Kaustav Kundu ◽  
Stefano Frecassetti ◽  
Matteo Rossini
Keyword(s):  
Manufacturing Industry ◽  
Service Sector ◽  
Manufacturing Sector ◽  
Single Case ◽  
Value Added ◽  
Lean Implementation ◽  
Content Type ◽  
Italian Case ◽  
Lean Practices

Purpose In spite of huge advancement of Lean in the manufacturing sector, its advantage in the service sector is not fully investigated. The purpose of this paper is to cover this gap in particular for the information technology (IT) sector through the implementation of the Lean philosophy in a small- and medium-sized enterprise (SME), operating in the IT sector. Design/methodology/approach A case study is conducted and following the A3 model, Lean is deployed in the case company. Data were collected through on-site interviews, waste sources were identified and then countermeasures for their reduction were proposed and adopted. Findings This study reveals that the implementation of the Lean practices in an SME operating in the IT sector offers good operative and financial results, thanks to the higher productivity obtained through the reduction of non-value-added activities. Research limitations/implications This paper reports a single case study, not enough to generalize the results. Moreover, more Lean tools and practices should be tested in IT companies to assess their effectiveness. Practical implications This paper increments the knowledge base for the application of Lean and A3 model outside the manufacturing industry. This paper should assist practitioners and consultants who have the desire to understand a better way of Lean implementation in fast-growing IT industry and in SME. Originality/value Research on Lean implementation in an SME company and in IT sector is scarce. This study aims to assess the efficiency of the adoption of Lean practices following the A3 model. The results could be highly valuable for similar companies (dimension or sector), especially those that are facing transition situations in terms of size and at the same time want to improve their operations performance, efficiency and avoid waste.

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