Knowledge Management Process in Multi-Site Provision of Service

Abstract

Differently from manufacturing operations, which have a combination of tangible and intangible resources, services are characterized by intensive competencies and knowledge. Several services intensive organizations present a model called multi sites. In this model, the service provider company has several work teams, called in this work full service sites, installed full time at client sites. The challenge for these organizations is to manage the knowledge acquired in these various sites in order not to lose the knowledge created from the improvement, problem solving and innovations implemented in the processes of customer. Thus, this paper aims to analyze the stages that constitute the knowledge management process in the multi-sites service provider company context. The research results point to a model based on joint working between sites and full service center for excellence. The latter's mission is to identify, assess, store and distribute knowledge among sites, acting as a department that centralizes the knowledge management process.