Framework for Measuring Knowledge Management for Service Development in Industrial Distributor

Knowledge is asset to enhance the company's competitiveness. By managing knowledge, companies can improve performance in developing products and services to their customers. Many papers discuss the benefits, the process, and the success factors of knowledge management. However, discussion on it...

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Bibliographic Details
Published in:Lecture notes in engineering and computer science Vol. 2; pp. 1094 - 1099
Main Author: Sofianti, T D
Format: Journal Article
Language:English
Published: 01.01.2014
Subjects:
Customers
Distributors
Knowledge management
Maintenance
Order disorder
Performance enhancement
Sales
ISBN:9789881925336, 9881925339
ISSN:2078-0958, 2078-0966
Online Access:Get full text
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Summary:Knowledge is asset to enhance the company's competitiveness. By managing knowledge, companies can improve performance in developing products and services to their customers. Many papers discuss the benefits, the process, and the success factors of knowledge management. However, discussion on its performance in B2B environment as a unitary system is still limited. Industrial distributors have customers at B2B level. It supports machines and equipments produced by manufactured by services. Industrial distributors sell the machines together with services to enhance value obtained by the customers from the machines. Services are provided starts from bidding process, ordering the machines from the manufacturer, delivery, installation, until the after sale stage such as maintenance. This paper promotes framework to measure knowledge management performance of industrial distributor in developing its service for the customers. The contribution of this paper is measurement framework of knowledge management in service development.
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ISBN:9789881925336
9881925339
ISSN:2078-0958
2078-0966