Improving reuse of in‐service information capture and feedback

Yee Mey Goh · Chris A. McMahon

59 citations0/0 files storedJournal of Manufacturing Technology Management

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Service and Product Innovation Innovation and Knowledge Management Product Development and Customization

Abstract

Purpose The adoption of the product‐service system business model means that the designing company has greater scope and motivation to learn from experience of its products in use to improve their core design and engineering capabilities. Continuous improvement, however, depends crucially upon the implementation of effective knowledge and information management (KIM) systems within a dynamic learning environment that impinge on diverse communities throughout the product lifecycle. This paper aims to address these issues. Design/methodology/approach This paper consolidates literature reviews and presents empirical observations relating to the current KIM systems and practices within large aerospace and manufacturing companies. In particular, experiences from a case study to enhance reuse of in‐service feedback conducted with an aerospace company are reported. Findings The empirical observations suggest that the feedback processes rely on a combination of formal and informal personalization and codification approaches, but companies are placing greater emphasis on the development of information systems to support learning from in‐service experience. It is argued that greater value could be realized from collective reuse of in‐service information but should be considered from the outset such that its content and representation could be made more amenable to computational analysis and organization for knowledge discovery. Research limitations/implications To achieve the full aspirations of learning from in‐service experience, issues and challenges of KIM need to be addressed. These are summarized as strategies to promote success of codification approaches. Originality/value The initial value of the techniques for improving in‐service information reuse has been demonstrated to the industrial collaborator.

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References

2000Communities of Practice and Social Learning Systems 1999What's your strategy for managing knowledge?2007State-of-the-art in product-service systems 2018Organizational Learning:1985The new product learning cycle 2004The design of functional (total care) products 2006Characteristics of Strategies in Product/Service-System Development

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