Improving Knowledge Sharing Between R&D and Technical Support Organizations
Atsmegiorgis, Asrat (2015)
Metropolia Ammattikorkeakoulu
2015
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201505117362
https://urn.fi/URN:NBN:fi:amk-201505117362
Tiivistelmä
The objective of this study is to improve knowledge sharing between R&D and TAC (Technical Assistance Centre) organizations in the case company. The case company is a telecom vendor manufacturing transport equipment for building mobile cellular networks. TAC has the responsibility to deliver quality support to new product features R&D continually develops and releases to customers. This requires an effective knowledge sharing mechanism between R&D and TAC to transfer the knowledge necessary to support new feature from R&D to TAC. Hence, the focus of this study is on improving knowledge sharing in the context of new feature releases.
The study uses action research as its research approach. The study utilizes three qualitative data collection and analysis stages. The primary source of the data used in the study is in-depth, semi-structured interviews with key stakeholders of the study selected from both R&D and TAC teams. The data collected from the key stakeholders was utilized, first, to analyse the current state on knowledge sharing between the two units, second, as input suggestions to develop the initial proposal, and finally, as feedback to the initial proposal and the pilot implementation to validate the proposed solution.
The outcome of this study includes three prioritized recommendations for improving knowledge sharing between R&D and TAC – implementing Feature Pages, conducting Feature Knowledge Transfer sessions, and organizing Cross-Team Networking events. The proposal has been validated both through pilot implementation and the positive feedback and approval from the key stakeholders.
Finally, the study has produced practical recommendations how to improve knowledge sharing between the two units. With detailed guidelines prepared for each practitioner, the proposed solution is ready-to-use for both the managers and team members.
The study uses action research as its research approach. The study utilizes three qualitative data collection and analysis stages. The primary source of the data used in the study is in-depth, semi-structured interviews with key stakeholders of the study selected from both R&D and TAC teams. The data collected from the key stakeholders was utilized, first, to analyse the current state on knowledge sharing between the two units, second, as input suggestions to develop the initial proposal, and finally, as feedback to the initial proposal and the pilot implementation to validate the proposed solution.
The outcome of this study includes three prioritized recommendations for improving knowledge sharing between R&D and TAC – implementing Feature Pages, conducting Feature Knowledge Transfer sessions, and organizing Cross-Team Networking events. The proposal has been validated both through pilot implementation and the positive feedback and approval from the key stakeholders.
Finally, the study has produced practical recommendations how to improve knowledge sharing between the two units. With detailed guidelines prepared for each practitioner, the proposed solution is ready-to-use for both the managers and team members.