Modeling knowledge reuse in technical support operations
There is an increasing concern on the part of corporate sector of the importance to harness knowledge as their most valuable resource. The purpose of this work is to identify the effects of knowledge reuse in service systems. In order to achieve this, a system dynamics model of a Brazilian software-house’s technical support service is presented, emphasizing on the use of knowledge bases and its effects over the service system. It concludes that i) the model aids the designer in evaluating several aspects of the system as well as its performance, including the effects of knowledge reuse and ii) based on the simulation results, knowledge management enhances service system performance.
Referência: MALDONADO, M.; VARVAKIS, G.; COSER, A. Modeling knowledge reuse in technical support operations. Proceedings – System Dynamics Society, 2009