Promoting Knowledge Management in Service System Design: A System Dynamics Approach
This paper shows the application of system dynamics on service system design, emphasizing the simulation of the knowledge management effects over the system’s behavior. It is argued that knowledge management must be considered on the system’s design phase, and that via simulation techniques the designer is able to evaluate various aspects of the system’s behavior, including the knowledge management effects, for each design alternative. These ideas are demonstrated by the simulation of a software-house’s technical support service.
Referência: COSER, A.; MALDONADO, M.; VARVAKIS, G. Promoting Knowledge Management in Service System Design: A System Dynamics Approach. Sexto Congreso Latinoamericano de Dinámica de Sistemas, CLADS 2008. Santiago, Chile.