عنوان
پدید آورنده
موضوع
رده
کتابخانه
محل استقرار
NATIONAL BIBLIOGRAPHY NUMBER
Number
TL51032
LANGUAGE OF THE ITEM
.Language of Text, Soundtrack etc
انگلیسی
TITLE AND STATEMENT OF RESPONSIBILITY
Title Proper
Use of Knowledge Management Planning Methods for Reducing Service Request Transition Budget Overrun
General Material Designation
[Thesis]
First Statement of Responsibility
Tewfik, Sherif S.
Subsequent Statement of Responsibility
Etemadi, Amir
.PUBLICATION, DISTRIBUTION, ETC
Name of Publisher, Distributor, etc.
The George Washington University
Date of Publication, Distribution, etc.
2019
GENERAL NOTES
Text of Note
123 p.
DISSERTATION (THESIS) NOTE
Dissertation or thesis details and type of degree
D.Engr.
Body granting the degree
The George Washington University
Text preceding or following the note
2019
SUMMARY OR ABSTRACT
Text of Note
The lack of Knowledge Management (KM) during a transition of a Service Request (SR) statement of work (SOW) responsibility between organizations negatively impacts the on-time response performance to customer service requests, contributing to budget overrun. The utilization of Knowledge Capture Interviews (KCI) and Knowledge Capability Skill Matrices (KCSM) in a transition of a service request between organizations will statistically increase the on-time response performance, statistically decrease the number of disruptive messages per SR, and statistically decrease the number of SR with re-planned messages, and therefore reduce the SR transition budget overrun. The Knowledge Capture Interview (KCI) consists of an open-ended question technique used to capture tacit knowledge, from the original knowledge owners and those with the specific practical (Know-How) knowledge, and convert it to explicit knowledge to store and share with others. The Knowledge Capability Skill Matrix (KCSM) is a matrix displaying the critical skills within each team and is used to assess each employee based on their familiarity and knowledge level of each critical skill. The matrix is used to not only identify a team's areas of opportunities and skill gaps but also ascertain the appropriate training and learning action plan to improve upon skill gaps. As a result of implementing these two Knowledge Management tools in SR SOW transitions, improvement in the quality and efficiency of SR responses will be observed as a result of the improvement in the number of SR with on-time response performance to customer service requests, the drop in the number of disruptive messages and re-planned messages per SR, leading to a reduction in the budget overrun associated with the transition.
UNCONTROLLED SUBJECT TERMS
Subject Term
Aerospace engineering
Subject Term
Engineering
Subject Term
Management
PERSONAL NAME - PRIMARY RESPONSIBILITY
Tewfik, Sherif S.
PERSONAL NAME - SECONDARY RESPONSIBILITY
Etemadi, Amir
CORPORATE BODY NAME - SECONDARY RESPONSIBILITY
The George Washington University
ELECTRONIC LOCATION AND ACCESS
Electronic name
مطالعه متن کتاب p
[Thesis]
276903
a
Y
