EAN: 9783960671169

APPLYING KNOWLEDGE MANAGEMENT TO BUILD-TO-ORDER...

Knowledge management differs from expert systems as the latter is more attuned to integrating
all available sources of data  information and knowledge into a single  unified system of
record. Furthermore  the capturing of tacit and explicit knowledge and its use in streamlining
business processes differentiates knowledge management systems from expert systems. The purpose
of this study is defining the practical  pragmatic and replicable approaches to knowledge
management as it relates to the build-to-order and mass customization strategies of
manufacturing and services companies in the United States. The overall research question
guiding this study is: How is knowledge management being used today to streamline and make more
efficient service strategies of manufacturing and services companies? The research is
descriptive and empirical in nature because the primary data were collected using the survey
method through fact finding technique such as a questionnaire. The results show the integration
of increasing role-based knowledge management in the workflow of a company. From this study  a
knowledge sharing maturity model is derived  which illustrates how the level and extent of the
exploitation of knowledge in build-to-order and quote-to-order strategies have a long-term
impact on the financial performance. Based on these findings  a causal relationship emerges
from how a company manages its knowledge in the build-to-order and quote-to-order strategy
based on these findings  and they align well to a multi-stage maturity model as a result. One
of the main objectives of the study is to determine how the customer churn rate can be reduced.
By optimizing business processes  companies can improve increase customer satisfaction while
reducing the Days Sales Outstanding levels over time.

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