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Information and Knowledge Sharing: Involving Customers in Developing Services

Authors:
Seppo Sirkemaa

Keywords: knowledge sharing, R&D, customer needs, customer requirements, absorptive capacity, development

Abstract:
Understanding customer needs is a critical success factor in development of products and services. In most enterprises there are several people interfacing with customers, throughout the organization in different units and functions. The result is that information on customer needs and requirements exists, but it remains scattered and unorganized. Another issue is that those who are interacting with customers are not necessarily involved with development of products and services. Here the challenge is to integrate information and knowledge from customer needs to the R&D process. Theoretically, there are mechanisms for sharing information and knowledge. Using different knowledge sharing mechanisms becomes especially important in large organizations which operate in multiple locations. These call for infrastructures, rules and procedures so that sharing of information would be possible. In this research, we study mechanisms that empower the sharing of knowledge and information on customer requirements, so that it could be effectively used in the R&D process

Pages: 116 to 120

Copyright: Copyright (c) IARIA, 2010

Publication date: November 21, 2010

Published in: conference

ISSN: 2308-3549

ISBN: 978-1-61208-105-2

Location: Lisbon, Portugal

Dates: from November 21, 2010 to November 26, 2010