Zalles Balanza, A. M. (2023). Information and knowledge management assessment for KTM AG ́s customer service department [Master Thesis, Technische Universität Wien]. reposiTUm. https://doi.org/10.34726/hss.2023.110908
information management; knowledge management; lean thinking; customer service
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Abstract:
Numerous research studies have emphasized the significance of organizing and controlling the information and knowledge within an enterprise. A well-structured information management and knowledge management system leads to continuous improvement, potential time and cost savings and overall efficiency within the many processes and tasks involved in an organization. This particular study will evaluate the customer service department of KTM AG. Nowadays, the enterprise is encountering a considerable volume of information and knowledge exchange among global customers, importers, dealers, subsidiaries, and the head office. The objective of this research is to identify and understand the main challenges in the processes of information and knowledge flow, apply the most suitable knowledge management frameworks to the company, establish efficient metrics that should be frequently evaluated and examined for continuous improvement, and present sound suggestions grounded in the principles of lean thinking to tackle the areas with potential for improvement. To accomplish the goals of this investigation, an extensive review of the relevant literature was undertaken, which covered various topics, including the fundamentals of information and knowledge, the organization of information and knowledge, frameworks for knowledge management, procedures for auditing knowledge management, knowledge mapping, and the principles of lean information management. The methodology employed to retrieve data for this study involved several approaches, including self-research of the company, formal and informal meetings with colleagues from the customer service department, regular advisory meetings with the project management team, and a digital survey administered to the entire customer service department. The data were gathered and transformed into meaningful information by utilizing Excel, including the use of statistical analysis, summary tables, pivot-tables, and pivot charts. The conclusions and suggestions are derived from these findings and are related to the theory, frameworks and principles described in the literature review. Key Words: Information management, knowledge management, information and knowledge organization, strategy and process improvement, lean thinking, customer service.
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