Search results for: customer knowledge management

Authors: Sam, Ng, Lewis Leighton, Sam Atkinson, Carson Yan, Landan Hu, Leslie Cheung, Brian Yap, Kent Lung, Ketat Sarakune

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This paper presents a method for verifying cryptocurrency reserves that balances the need for both transparency and data confidentiality. Our methodology employs cryptographic techniques, including Merkle Trees, Bulletproof, and zkSnark, to verify that total assets equal or exceed total liabilities, represented by customer funds. Notably, this verification is achieved without disclosing sensitive information such as the total asset value, customer count, or cold wallet addresses. We delve into the construction and implementation of this methodology. While the system is robust and scalable, we also identify areas for potential enhancements to improve its efficiency and versatility. As the digital asset landscape continues to evolve, our approach provides a solid foundation for ensuring continued trust and security in digital asset platforms.

Keywords: Cryptocurrency, crypto-currency, proof-of-reserve, por, zero-knowledge, zkpor.

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Authors: Muslihah Wook, Zawiyah M. Yusof, Mohd Zakree Ahmad Nazri

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Data mining has been integrated into application systems to enhance the quality of the decision-making process. This study aims to focus on the integration of data mining technology and Knowledge Management System (KMS), due to the ability of data mining technology to create useful knowledge from large volumes of data. Meanwhile, KMS vitally support the creation and use of knowledge. The integration of data mining technology and KMS are popularly used in business for enhancing and sustaining organizational performance. However, there is a lack of studies that applied data mining technology and KMS in the education sector; particularly students- academic performance since this could reflect the IHL performance. Realizing its importance, this study seeks to integrate data mining technology and KMS to promote an effective management of knowledge within IHLs. Several concepts from literature are adapted, for proposing the new integrative data mining technology and KMS framework to an IHL.

Keywords: Data mining, Institutions of Higher Learning, Knowledge Management System, Students' academic performance.

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Authors: Nurul Aini M. Nordan, Ahmad I. Z. Abidin, Ahmad K. Mahmood, Noreen I. Arshad

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In today-s information age, numbers of organizations are still arguing on capitalizing the values of Information Technology (IT) and Knowledge Management (KM) to which individuals can benefit from and effective communication among the individuals can be established. IT exists in enabling positive improvement for communication among knowledge workers (k-workers) with a number of social network technology domains at workplace. The acceptance of digital discourse in sharing of knowledge and facilitating the knowledge and information flows at most of the organizations indeed impose the culture of knowledge sharing in Digital Social Networks (DSN). Therefore, this study examines whether the k-workers with IT background would confer an effect on the three knowledge characteristics -- conceptual, contextual, and operational. Derived from these three knowledge characteristics, five potential factors will be examined on the effects of knowledge exchange via e-mail domain as the chosen query. It is expected, that the results could provide such a parameter in exploring how DSN contributes in supporting the k-workers- virtues, performance and qualities as well as revealing the mutual point between IT and KM.

Keywords: Digital social networks, e-mail, knowledge management, knowledge worker.

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Authors: Nirjhar Roy, V. R. Komma, Jitendra Kumar

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In the supply chain management customer is the most significant component and mass customization is mostly related to customers because it is the capability of any industry or organization to deliver highly customized products and its services to the respective customers with flexibility and integration, providing such a variety of products that nearly everyone can find what they want. Today all over the world many companies and markets are facing varied situations that at one side customers are demanding that their orders should be completed as quickly as possible while on other hand it requires highly customized products and services. By applying mass customization some companies face unwanted cost and complexity. Now they are realizing that they should completely examine what kind of customization would be best suited for their companies. In this paper authors review some approaches and principles which show effect in supply chain management that can be adopted and used by companies for quickly meeting the customer orders at reduced cost, with minimum amount of inventory and maximum efficiency.

Keywords: Mass customization and supply chain management.

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Authors: Shahrinaz Ismail, Zulhelmi Mohammed, Nur Waheda Md Yusof, Mohd Sharifuddin Ahmad

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The burst of Web 2.0 technology and social networking tools manifest different styles of learning and managing knowledge among both knowledge workers and adult learners. In the Western countries, open-learning concept has been made popular due to the ease of use and the reach that the technology provides. In Malaysia, there are still some gaps between the learners- acceptance of technology and the full implementation of the technology in the education system. There is a need to understand how adult learners, who are knowledge workers, manage their personal knowledge via social networking tools, especially in their learning process. Four processes of personal knowledge management (PKM) and four cognitive enablers are proposed supported by analysed data on adult learners in a university. The model derived from these processes and enablers is tested and presented, with recommendations on features to be included in adult learners- learning environment.

Keywords: Personal knowledge management, adult learners, social network, learning environment.

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Authors: Mehdi Shami Zanjani, Shohreh Mehrasa, Mandana Modiri

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In the current economy of increasing global competition, many organizations are attempting to use knowledge as one of the means to gain sustainable competitive advantage. Besides large organizations, the success of SMEs can be linked to how well they manage their knowledge. Despite the profusion of research about knowledge management within large organizations, fewer studies tried to analyze KM in SMEs. This research proposes a new framework showing the determinant role of organizational dimensions onto KM approaches. The paper and its propositions are based on a literature review and analysis. In this research, personalization versus codification, individualization versus institutionalization and IT-based versus non IT-based are highlighted as three distinct dimensions of knowledge management approaches. The study contributes to research by providing a more nuanced classification of KM approaches and provides guidance to managers about the types of KM approaches that should be adopted based on the size, geographical dispersion and task nature of SMEs. To the author-s knowledge, the paper is the first of its kind to examine if there are suitable configurations of KM approaches for SMEs with different dimensions. It gives valuable information, which hopefully will help SME sector to accomplish KM.

Keywords: Knowledge Management, Knowledge Management Approach, SME, Organizational Dimension.

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Authors: Nishiyama Toshiaki, Tadayuki Kyountani, Nguyen Huu Phuc, Shigeyuki Haruyama, Oke Oktavianty

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It is important to clarify the company’s core technology in product development process to strengthen their power in providing technology that meets the customer requirement. QFD method is adopted to clarify the core technology through identifying the high element technologies that are related to the voice of customer, and offer the most delightful features for customer. AHP is used to determine the importance of evaluating factors. A case study was conducted by using this approach in Japan’s Monozukuri Company (so called manufacturing company) to clarify their core technology based on customer requirements.

Keywords: QFD, product development process, core technology, AHP.

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Authors: Martin Böhmer, Agatha Dabrowski, Boris Otto

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The trend of digitization significantly changes the role of data for enterprises. Data turn from an enabler to an intangible organizational asset that requires management and qualifies as a tradeable good. The idea of a networked economy has gained momentum in the data domain as collaborative approaches for data management emerge. Traditional organizational knowledge consequently needs to be extended by comprehensive knowledge about data. The knowledge about data is vital for organizations to ensure that data quality requirements are met and data can be effectively utilized and sovereignly governed. As this specific knowledge has been paid little attention to so far by academics, the aim of the research presented in this paper is to conceptualize it by proposing a “data knowledge model”. Relevant model entities have been identified based on a design science research (DSR) approach that iteratively integrates insights of various industry case studies and literature research.

Keywords: Data management, digitization, Industry 4.0, knowledge engineering, metamodel.

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Authors: H. O. Barbosa, A. C. R. da Silva, C. M. de Almeida, E. M. dos Santos, F. O. de Sousa, F. B. da S. Souza, F. B. da S. Souza, F. de O. Lima, L. H. Albuquerque, R. F. do Valle Cunha

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Software development is intrinsic human-based knowledge-intensive. Due to globalization, software development has become a complex challenge and we usually face barriers related to knowledge management, team building, costly testing processes, especially in distributed settings. In this paper, we present the use of experimental studies to improve our knowledge management process using the Wiki system. According to the results, it was possible to identify learning preferences from our software projects leader team, organize and improve the learning experience of our Wiki, and facilitate collaboration by newcomers to improve Wiki with new contents available in the Wiki.

Keywords: Mobile products, knowledge management process, Wiki system, Global Software Development.

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Authors: Andrej Miklošík, Eva Hvizdová, Štefan Žák

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Many companies have switched their processes to project-oriented in the last years. This brings new possibilities and effectiveness not only in the field of external processes connected with the product delivery but also the internal processes as well. However centralized project organization which is based on the role of project manager in the team has proved insufficient in some cases. Agile methods of project organization are trying to solve this problem by bringing new view on the project organization, roles, processes and competences. Scrum is one of these methods which builds on the principles of knowledge management to drive the project to effectiveness from all view angles. Using this method to organize internal and delivery projects helps the organization to create and share knowledge throughout the company. It also supports forming unique competences of individuals and project teams and drives innovations in the company.

Keywords: agile software development, knowledge management, knowledge dissemination, project management, SCRUM

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Authors: Al-Rousan, M. Ramzi, Badaruddin Mohamed

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In the present Jordan hotels scenario, service quality is a vital competitive policy to keep customer support and build great base. Hotels are trying to win customer loyalty by providing enhanced quality services. This paper attempts to examine the impact of tourism service quality dimension in the Jordanian five star hotels. A total of 322 surveys were administrated to tourists who were staying at three branches Marriott hotel in Jordan. The results show that dimensions of service quality such as empathy, reliability, responsiveness and tangibility significantly predict customer loyalty. Specifically, among the dimension of tourism service quality, the most significant predictor of customer loyalty is tangibility. This paper implies that five star hotels in Jordan should also come forward and try their best to present better tourism service quality to win back their customers- loyalty.

Keywords: Tourism, Service Quality, Loyalty, Five Star hotels, Jordan.

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Authors: Heejung Lee, Hyo-Won Suh

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Hybrid knowledge model is suggested as an underlying framework for product development management. It can support such hybrid features as ontologies and rules. Effective collaboration in product development environment depends on sharing and reasoning product information as well as engineering knowledge. Many studies have considered product information and engineering knowledge. However, most previous research has focused either on building the ontology of product information or rule-based systems of engineering knowledge. This paper shows that F-logic based knowledge model can support such desirable features in a hybrid way.

Keywords: Ontology, rule, F-logic, product development.

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Authors: Cory Cannon

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In the current era of shrinking budgets, increasing amounts of worldwide natural disasters, state and non-state initiated conflicts within the world. The response has involved multinational coalitions to conduct effective military operations. The need for a Knowledge Management strategy when developing these coalitions have been overlooked in the past and the need for developing these accords early on will save time and help shape the way information and knowledge are transferred from the staff and action officers of the coalition to the decision-makers in order to make timely decisions within an ever changing environment. The aim of this paper is to show how Knowledge Management has developed within the United States military and how the transformation of working within a Combined/ Joint environment in both the Middle East and the Far East has improved relations between members of the coalitions as well as being more effective as a military force. These same principles could be applied to multinational corporations when dealing with cultures and decision-making processes.

Keywords: Civil-military, culture, joint environment, knowledge management.

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Authors: M. Holle, M. Roth, M. R. Gürtler, U. Lindemann

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This paper gives insights into the research project “InnoCyFer” (in the form of an outlook) which is funded by the German Federal Ministry of Economics and Technology. Enabling the integrated customer individual product design as well as flexible manufacturing of these products are the main objectives of the project. To achieve this, a web-based Open Innovation-Platform containing an integrated Toolkit will be developed. This toolkit enables the active integration of the customer’s creativity and potentials of innovation in the product development process. Furthermore, the project will show the chances and possibilities of customer individualized products by building and examining the continuous process from innovation through the customers to the flexible manufacturing of individual products.

Keywords: Customer Individual Product Design, Innovation Networks, Open Innovation, Open Innovation Platform and Toolkit.

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Authors: Towards Better Quality in Healthcare, Operations Management: A Developmental Literature Review

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This work presents the various perspectives, dimensions, components and definitions given to quality in the operations management (OM) and healthcare services (HCS) literature in time, highlighting gaps and learning opportunities between the two disciplines through a thorough search into their rich and distinct body of knowledge. Greater and new insights about the general nature of quality are obtained with findings such as in OM, quality has been approached in six fairly distinct paradigms (excellence, value, conformity to specifications, attributes, satisfaction and meeting or exceeding customer expectations), whereas in HCS, two approaches are prominent (Donabedian’s structure, process and outcomes model and Lohr and Schroeder’s circumscribed definition). The two disciplines views on quality seem to have progressed much in parallel with little cross-learning from each other. This work then proposes an encompassing definition of quality as a lever and suggests further research and development avenues for a better use of the concept of quality by academics and practitioners alike toward the goals of greater organizational performance and improved management in healthcare and possibly other service domains.

Keywords: Healthcare, management, operations, quality, services.

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Authors: Juan-Gabriel Cegarra-Navarro, Alexeis Garcia-Perez, Denise Bedford

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This paper provides guidelines for what constitutes a knowledge worker. Many graduates from non-managerial domains adopt, at some point in their professional careers, management roles at different levels, ranging from team leaders through to executive leadership. This is particularly relevant for professionals from an engineering background. Moving from a technical to an executive-level requires an understanding of those behaviour management techniques that can motivate and support individuals and their performance. Further, the transition to management also demands a shift of contextual enablers from tangible to intangible resources, which allows individuals to create new capacities, competencies, and capabilities. In this dynamic process, the knowledge worker becomes that key individual who can help members of the management board to transform information into relevant knowledge. However, despite its relevance in shaping the future of the organization in its transition to the knowledge economy, the role of a knowledge worker has not yet been studied to an appropriate level in the current literature. In this study, the authors review both the contextual enablers and behaviour outputs related to the role of the knowledge worker and relate these to their ability to deal with everyday management issues such as knowledge heterogeneity, varying motivations, information overload, or outdated information. This study highlights that the aggregate of capacities, competences and capabilities (CCCs) can be defined as knowledge structures, the study proposes several contextual enablers and behaviour outputs that knowledge workers can use to work cooperatively, acquire, distribute and knowledge. Therefore, this study contributes to a better comprehension of how CCCs can be managed at different levels through their contextual enablers and behaviour outputs.

Keywords: Knowledge workers, capacities, competences, capabilities, knowledge structures.

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Authors: Wichai Onlaor, Siriluck Rotchanakitumnuai

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The aim of this research is to develop the understanding of corporate social responsibility (CSR) from consumers- perspective toward Thai mobile service providers. Based on the survey from 400 mobile customers, the result shows that four dimensions of CSR of Thai mobile service providers consist of economic, legal, ethical and philanthropic responsibility. These four CSR factors have positive impacts on enhancing customer satisfaction except one item of economic responsibility - profitability to shareholders. Ethical dimension has the strongest impact on customer satisfaction. Economic, legal, ethical, philanthropic responsibility and customer satisfaction have major impact on loyalty, whilst philanthropic component mostly affects loyalty.

Keywords: Corporate Social Responsibility, PriceFairness, Service Quality, Privacy Concern, CustomerSatisfaction, Customer Loyalty

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Authors: Xiaohui Zhao, Shahan Mafuz

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Context-aware technologies provide system applications with the awareness of environmental conditions, customer behaviours, object movements, etc. Further, with such capability system applications can be smart to intelligently adapt their responses to the changing conditions. In regard to business operations, this promises businesses that their business processes can run more intelligently, adaptively and flexibly, and thereby either improve customer experience, enhance reliability of service delivery, or lower operational cost, to make the business more competitive and sustainable. Aiming at realising such context-aware business process management, this paper firstly explores its potential benefit, and then identifies some gaps between the current business process management support and the expected. In addition, some preliminary solutions are also discussed in regard to context definition, rule-based process execution, run-time process evolution, etc. A framework is also presented to give a conceptual architecture of context-aware business process management system to guide system implementation.

Keywords: Business process adaptation, business process evolution, business process modelling, and context awareness.

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Authors: Aseela Alhinaai, Suliman Abdullah, Adil Albusaidi

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Knowledge has been considered an important asset in private and public organizations. It is utilized in the libraries sector to run different operations of technical services and administrative works. This study aims to identify the impact of the knowledge-sharing factors (technology, collaboration, management support) to improve decision-making at Sultan Qaboos University Libraries. This study conducted a quantitative method using a questionnaire instrument to measure the impact of technology, collaboration, and management support on knowledge sharing that lead to improved decision-making. The study population is the Sultan Qaboos University (SQU) libraries (Main Library, Medical Library, College of Economic and Political Science Library, and Art Library). The results showed that management support, collaboration, and technology use have a positive impact on the knowledge-sharing process, and knowledge sharing positively affects decision making process.

Keywords: Knowledge sharing, decision making, information technology, management support, corroboration, Sultan Qaboos University.

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Authors: Nor Aziati Abdul Hamid, Juhana Salim

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The main objective of this paper is to contribute the existing knowledge transfer and IT Outsourcing literature specifically in the context of Malaysia by reviewing the current practices of e-government IT outsourcing in Malaysia including the issues and challenges faced by the public agencies in transferring the knowledge during the engagement. This paper discusses various factors and different theoretical model of knowledge transfer starting from the traditional model to the recent model suggested by the scholars. The present paper attempts to align organizational knowledge from the knowledge-based view (KBV) and organizational learning (OL) lens. This review could help shape the direction of both future theoretical and empirical studies on inter-firm knowledge transfer specifically on how KBV and OL perspectives could play significant role in explaining the complex relationships between the client and vendor in inter-firm knowledge transfer and the role of organizational management information system and Transactive Memory System (TMS) to facilitate the organizational knowledge transferring process. Conclusion is drawn and further research is suggested.

Keywords: E-government, IT Outsourcing, Knowledge Management, Knowledge Transfer

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Authors: M. Arefi, A.M. Amini, K. Fallahi

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One of the basic concepts in marketing is the concept of meeting customers- needs. Since customer satisfaction is essential for lasting survival and development of a business, screening and observing customer satisfaction and recognizing its underlying factors must be one of the key activities of every business. The purpose of this study is to recognize the drivers that effect customer satisfaction in a business-to-business situation in order to improve marketing activities. We conducted a survey in which 93 business customers of a manufacturer of Diesel Generator in Iran participated and they talked about their ideas and satisfaction of supplier-s services related to its products. We developed the measures for drivers of satisfaction first by as investigative research (by means of feedback from executives and customers of sponsoring firm). Then based on these measures, we created a mail survey, and asked the respondents to explain their opinion about the sponsoring firm which was a supplier of diesel generator and similar products. Furthermore, the survey required the participants to mention their functional areas and their company features. In Conclusion we found that there are three drivers for customer satisfaction, which are reliability, information about product, and commercial features. Buyers/users from different functional areas attribute different degree of importance to the last two drivers. For instance, people from buying and management areas believe that commercial features are more important than information about products. But people in engineering, maintenance and production areas believe that having information about products is more important than commercial aspects. Marketing experts should consider the attribute of customers regarding information about the product and commercial features to improve market share.

Keywords: B2B, Customer satisfaction, Commercial, Industry.

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Authors: R. Maier, S. Thalmann, A. Sandow

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Organizations face challenges supporting knowledge workers due to their particular requirements for an environment supportive of their self-guided learning activities which are important to increase their productivity and to develop creative solutions to non-routine problems. Face-to-face knowledge sharing remains crucial in spite of a large number of knowledge management instruments that aim at supporting a more impersonal transfer of knowledge. This paper first describes the main criteria for a conceptual and technical solution targeted at flexible management of office space that aims at assigning those knowledge workers to the same room that are most likely to thrive when being brought together thus enhancing their knowledge work productivity. The paper reflects on lessons learned from the implementation and operation of such a solution in a project-focused organization and derives several implications for future extensions that target to foster problem solving, informal learning and personal development.

Keywords: informal learning, knowledge work, officemanagement.

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Authors: Kgabo H. Badimo, Sheryl Buckley

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Knowledge is increasingly recognised in this, the knowledge era, as a strategic resource, by public sector organisations, in view of the public sector reform initiatives. People and knowledge play a vital role in attaining improved organisational performance and high service quality. Many government departments in the public sector have started to realise the importance of knowledge management in streamlining their operations and processes. This study focused on knowledge management in the public healthcare service organisations, where the concept of service provider competitiveness pales to insignificance, considering the huge challenges emanating from the healthcare and public sector reforms. Many government departments are faced with challenges of improving organisational performance and service delivery, improving accountability, making informed decisions, capturing the knowledge of the aging workforce, and enhancing partnerships with stakeholders. The purpose of this paper is to examine the knowledge management practices of the Gauteng Department of Health in South Africa, in order to understand how knowledge management practices influence improvement in organisational performance and healthcare service delivery. This issue is explored through a review of literature on dominant views on knowledge management and healthcare service delivery, as well as results of interviews with, and questionnaire responses from, the general staff of the Gauteng Department of Health. Web-based questionnaires, face-to-face interviews and organisational documents were used to collect data. The data were analysed using both the quantitative and qualitative methods. The central question investigated was: To what extent can the conditions required for successful knowledge management be observed, in order to improve organisational performance and healthcare service delivery in the Gauteng Department of Health. The findings showed that the elements of knowledge management capabilities investigated in this study, namely knowledge creation, knowledge sharing and knowledge application, have a positive, significant relationship with all measures of organisational performance and healthcare service delivery. These findings thus indicate that by employing knowledge management principles, the Gauteng Department of Health could improve its ability to achieve its operational goals and objectives, and solve organisational and healthcare challenges, thereby improving organisational performance and enhancing healthcare service delivery in Gauteng.

Keywords: Knowledge Management, Healthcare Service Delivery, Public Healthcare, Public Sector.

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Authors: Emel Kızılkaya Aydogan, Mihrimah Ozmen, Yılmaz Delice

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In recent days, there is a change and the ongoing development of the telecommunications sector in the global market. In this sector, churn analysis techniques are commonly used for analysing why some customers terminate their service subscriptions prematurely. In addition, customer churn is utmost significant in this sector since it causes to important business loss. Many companies make various researches in order to prevent losses while increasing customer loyalty. Although a large quantity of accumulated data is available in this sector, their usefulness is limited by data quality and relevance. In this paper, a cost-sensitive feature selection framework is developed aiming to obtain the feature reducts to predict customer churn. The framework is a cost based optional pre-processing stage to remove redundant features for churn management. In addition, this cost-based feature selection algorithm is applied in a telecommunication company in Turkey and the results obtained with this algorithm.

Keywords: Churn prediction, data mining, decision-theoretic rough set, feature selection.

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Authors: R. Chalal, A. R. Ghomari

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Preparation and negotiation of innovative and future projects can be characterized as a strategic-type decision situation, involving many uncertainties and an unpredictable environment. We will focus in this paper on the bidding process. It includes cooperative and strategic decisions. Our approach for bidding process knowledge capitalization is aimed at information management in project-oriented organizations, based on the MUSIC (Management and Use of Co-operative Information Systems) model. We will show how to capitalize the company strategic knowledge and also how to organize the corporate memory. The result of the adopted approach is improvement of corporate memory quality.

Keywords: Bidding process, corporate memory, Knowledge capitalization, knowledge acquisition, strategic decisions.

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Authors: Syed Salman Ahmed, Zahid Halim, Rauf Baig, Shariq Bashir

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With the rapid growth in business size, today's businesses orient towards electronic technologies. Amazon.com and e-bay.com are some of the major stakeholders in this regard. Unfortunately the enormous size and hugely unstructured data on the web, even for a single commodity, has become a cause of ambiguity for consumers. Extracting valuable information from such an everincreasing data is an extremely tedious task and is fast becoming critical towards the success of businesses. Web content mining can play a major role in solving these issues. It involves using efficient algorithmic techniques to search and retrieve the desired information from a seemingly impossible to search unstructured data on the Internet. Application of web content mining can be very encouraging in the areas of Customer Relations Modeling, billing records, logistics investigations, product cataloguing and quality management. In this paper we present a review of some very interesting, efficient yet implementable techniques from the field of web content mining and study their impact in the area specific to business user needs focusing both on the customer as well as the producer. The techniques we would be reviewing include, mining by developing a knowledge-base repository of the domain, iterative refinement of user queries for personalized search, using a graphbased approach for the development of a web-crawler and filtering information for personalized search using website captions. These techniques have been analyzed and compared on the basis of their execution time and relevance of the result they produced against a particular search.

Keywords: Data mining, web mining, search engines, knowledge discovery.

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Authors: Zuzana Crhova, Karel Kolman, Drahomíra Pavelkova

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Knowledge is considered as an important asset which can help organizations to create competitive advantage. The necessity of taking care of these assets is more important in these days – in days of turbulent changes in business environment. Knowledge could facilitate adaption to constant changes. The aim of this paper is to describe how the knowledge sharing can be supported in the manufacturing companies. The methods of case studies and grounded theory were used to present information gained by carrying out semistructured interviews. Results show that knowledge sharing is supported in very similar ways in respondent companies.

Keywords: Case Study, Human Resource Management, Knowledge, Knowledge Sharing.

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Authors: Matthew P. Mancini, Vincent Ribiere

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Today’s workers face more numerous and complex challenges and are required to be increasingly interdependent and faster learners. Knowledge sharing activities between people have been understood as a significant element affecting organizational innovation performance. While they do have the potential to spark cognitive conflict, disagreement is important from an organizational perspective because it can stimulate the development of new ideas and perhaps pave the way for creativity, innovation, and competitive advantage. How teams cope with the cognitive conflict dimension of knowledge sharing and the associated interpersonal risk is what captures our attention. Specifically, assertive conflict management strategies have a positive influence on knowledge sharing behaviors, and team psychological safety has a positive influence on knowledge sharing intention. This paper focuses on explaining the impact that these factors have on the shaping of an individual’s decision to engage or not in knowledge sharing activities. To accomplish this, we performed an empirical analysis on the results of our questionnaire about knowledge-sharing related conflict management and team psychological safety in pharmaceutical enterprises located in North America, Europe, and Asia. First, univariate analysis is used to characterize behavior regarding conflict management strategy into two groups. Group 1 presents assertive conflict management strategies and group 2 shows unassertive ones. Then, by using SEM methodology, we evaluated the relationships between them and the team psychological safety construct with the knowledge sharing process. The results of the SEM analysis show that assertive conflict management strategies affect the knowledge sharing process the most with a small, but significant effect from team psychological safety. The findings suggest that assertive conflict management strategies are just as important as knowledge sharing intentions for encouraging knowledge sharing behavior. This paper provides clear insights into how employees manage the sharing of their knowledge in the face of conflict and interpersonal risk and the relative importance of these factors in sustaining productive knowledge sharing activities.

Keywords: Cognitive dissonance, conflict management, knowledge sharing, organizational behavior, psychological safety.

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Authors: A. Bencsik, V. Lőre, I. Marosi

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Knowledge and these notions have become more and more important and we speak about a knowledge based society today. A lot of small and big companies have reacted upon these new challenges. But there is a deep abyss about knowledge conception and practice between the professional researchers and company - life. The question of this research was: How can small and mediumsized companies be equal to the demands of new economy? Questionnaires were used in this research and a special segment of the native knowledge based on economy was focused on. Researchers would have liked to know what the sources of success are and how they can be in connection with questions of knowledge acquisition, knowledge transfer, knowledge utilization in small and medium-sized companies. These companies know that they have to change their behaviour and thinking, but they are not on the suitable level that they can compete with bigger or multinational companies.

Keywords: Knowledge, management, small and medium-sized companies, study.

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Authors: S. S. Bhandari, N. Chakpitak, K. Meksamoot, T. Chandarasupsang

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Under the limitation of investment budget, a utility company is required to maximize the utilization of their existing assets during their life cycle satisfying both engineering and financial requirements. However, utility does not have knowledge about the status of each asset in the portfolio neither in terms of technical nor financial values. This paper presents a knowledge based model for the utility companies in order to make an optimal decision on power transformer with their utilization. CommonKADS methodology, a structured development for knowledge and expertise representation, is utilized for designing and developing knowledge based model. A case study of One MVA power transformer of Nepal Electricity Authority is presented. The results show that the reusable knowledge can be categorized, modeled and utilized within the utility company using the proposed methodologies. Moreover, the results depict that utility company can achieve both engineering and financial benefits from its utilization.

Keywords: CommonKADS, Knowledge Engineering, LifeCycle Management, Power Transformer.

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