Dokument: Creating Knowledge Landscapes - A Service Oriented Approach to the Implementation of Knowledge Management in the Aviation Industry
| Titel: | Creating Knowledge Landscapes - A Service Oriented Approach to the Implementation of Knowledge Management in the Aviation Industry | |||||||
| URL für Lesezeichen: | https://docserv.uni-duesseldorf.de/servlets/DocumentServlet?id=50583 | |||||||
| URN (NBN): | urn:nbn:de:hbz:061-20190902-105254-9 | |||||||
| Kollektion: | Dissertationen | |||||||
| Sprache: | Englisch | |||||||
| Dokumententyp: | Wissenschaftliche Abschlussarbeiten » Dissertation | |||||||
| Medientyp: | Text | |||||||
| Autor: | Rohmen, Sascha Alexander [Autor] | |||||||
| Dateien: |
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| Beitragende: | Prof. Dr. Stock, Wolfgang G. [Betreuer/Doktorvater] Prof. Dr. Peters, Isabella [Gutachter] | |||||||
| Stichwörter: | knowledge management, knowledge society | |||||||
| Dewey Dezimal-Klassifikation: | 000 Informatik, Informationswissenschaft, allgemeine Werke 000 Informatik, Informationswissenschaft, allgemeine Werke » 020 Bibliotheks- und Informationswissenschaften | |||||||
| Beschreibung: | Knowledge management has undergone several paradigm shifts in the last decades. At first a strong focus was put on the codification of knowledge mostly by means of IT applications. Then newanthropocentric concepts evolved particularly the personalization strategy and socialization strategy which focus on human interaction and social networks. In many cases a reasonable combination of these strategies was neglected in the past, thus impairing the effectiveness of knowledge management. In addition, a common agreement on scientific terminology and technical vocabulary with regard to knowledge management still needs to be developed. Implementation failures due to a false understanding of knowledge management and exaggerated expectations have led to disillusionment in
some cases. As a consequence knowledge management may face acceptance problems. The goal of this work is to provide knowledge managers with arguments in favor of knowledge management and respective systems. Both management and employees of a company need to be convinced of the manifold benefits and added values of knowledge management for a successful implementation. In order to achieve this, the following main theses have been postulated: 1. Service management, and in particular IT service management concepts as found, for instance, in ITIL (Information Technology Infrastructure Library), have the potential to increase the acceptance of knowledge management measures significantly, especially when applied from the beginning of the implementation process. 2. Especially in larger organizations with many different applications and complex processes a so-called knowledge landscape, as has been developed in the first case study of this work, can serve as an orientation guide and help with the directing of knowledge flows and the identification of appropriate tools for specific types of knowledge. A knowledge landscape provides orientation and, thus, helps to improve acceptance of knowledge management tools. The theses are proved in two case studies, both in the aviation industry. First, however, general concepts are explained. In chapter two the terminology is defined. Data, information and knowledge are defined according to a business studies approach and according to the information science approach. A distinction is made between individual and collective knowledge and between explicit and implict knowledge. Further dimensions of knowledge are introduced such as criticality or confidentiality, for example. Chapter three is about different concepts, methods and strategies of knowledge management. A widely renowed concept is that of Probst, Raub and Romhardt who have defined eight building blocks of successful knowledge management (Probst et al. 2006). Nonaka andTakeuchi have developed another concept of a so-called knowledge spirale that explains the generation of knowledge (Nonaka & Takeuchi, 1997). Among the strategies that are introduced there are the aforementioned codification strategy, the personalization strategy, the socialization strategy and process based knowledge management. Chapter four introduces a number of different knowledge management tools, distinguishing between technical and social tools. Further supporting tools are project management and change management. Besides, the concept of Web 2.0 is explained in detail. The focus in this context is on wikis because the first case study is about the implementation of a wiki as knowledge management tool. (IT) Service management is explained in chapter five. The focus is on ITIL, a collection of best practices. These include concepts such as demand management, access management, event, incident and problem management, change management, first level support and other measures of IT service management which have been applied in the first case study. This case study is about the implementation of knowledge management and of a wiki as the core of the knowledge management IT landscape. From this IT landscape a knowledge landscape has been developed, which is a guideline to determine the handling of knowledge and the appropriate tools for specific types of knowledge. Furthermore, a survey was made with regard to the effects of service measures on the acceptance and the use of the wiki. User statistics are related to measures of IT service management. Thus, it is shown that the application of service management can have a significant positive impact on the acceptance of knowledge management tools. Another case study is about the cooperation of two different airlines. A knowledge manager was established as an interface between the cabin managements of both companies in the context of a service provider contract. The transfer of knowledge and expertise and the building of knowledge networks was considered as a service from one company to the other. In the respective chapter an extension of the knowledge landscape is developed. It deals with knowledge flows between departments and people. In this context a knowledge landscape includes signposts that help to determine how knowledge is transferred or shared. In the end a general guideline is presented how knowledge management can be implemented successfully beginning with an information needs and requirements analysis, continuing with an evaluation of knowledge types and knowledge management tools which then are matched ending with a monitoring of the actions taken. All these actions are preferably accompanied by a knowledge manager as service provider. | |||||||
| Lizenz: |  Urheberrechtsschutz | |||||||
| Fachbereich / Einrichtung: | Philosophische Fakultät » Institut für Sprache und Information » Informationswissenschaft | |||||||
| Dokument erstellt am: | 02.09.2019 | |||||||
| Dateien geändert am: | 02.09.2019 | |||||||
| Promotionsantrag am: | 18.04.2019 | |||||||
| Datum der Promotion: | 11.07.2019 |
