Organizational memory in customers feedback
Main Article Content
Keywords
Knowledge management, quality management, organizational memory, customer feedback
Abstract
Customer feedback represents a significant knowledge base in organizations that can be leveraged to take advantage of continuous improvement through knowledge management (KM) strategies. These strategies can be powered via organizational memories incorporation as knowledge storage and retrieval mechanisms. This approach encouraged a soft system methodology based research that implemented an organizational memory as KM axis in customer feedback, in order to offer benefits to process and services improvement. This paper shows such research’s results, and also its contribution to the intervened entity continuous improvement.
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References
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Moorman, C., & Miner, A. (1997). The Impact of Organizational Memory on New Product Performance and Creativity. Journal of Marketing Research, 34(1), 91-106.
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Nevo, D., & Wand, Y. (2005). Organizational Memory Information Systems: A Transactive Memory Approach. Decision Support Systems, 39(1), 549-562.
NIST (2011). The Nist Definition of Cloud Computing. Recommendations of the National Institute of Standards and Technology. En NIST (ed.). Gaithersburg, MD: National Institute of Standards and Technology.
Powell, T. (1995). Total Quality Management as Competitive Advantage: A Review and Empirical Study. Strategic Management J, 16(1), 15-37.
Schaffer, R. H., & Thomson, H. A. (enero-febrero de 1992). Successful Change Programs Begin with Resuits. Harvard Business Rev., 80-89.
Schaffert, S. (2006). IkeWiki: A Semantic Wiki for Collaborative Knowledge Management. Trabajo presentado en el Infrastructure for Collaborative Enterprises. WETICE '06. 15th IEEE International Workshops on, Salzburg.
Stein, E. W. (1995). Organizational Memory: Review of Concepts and Recommendations for Management. International Journal of Information Management, 15(1), 17-32.
Vasconcelos, J. B., Gouveia, F. R., & Kimble, C. (2002). An Organisational Memory Information System using Ontologies. Trabajo presentado en la 3rd Conference of the Associação Portuguesa de Sistemas de Informação, Coimbra.
Walsh, J. P., & Ungson, G. R. (1991). Organizational Memory. The Academy of Management Review, 16(1), 57-91.
Wasko, M. M., & Faraj, S. (2000). It is what one does: why people participate and help others in electronic communities of practice. Journal of Strategic Information Systems, 9, 155-173.
Young, M. (1992). A framework for the successful adoption of Japanese manufacturing techniques in the United States. Academy of Management Review, 17(4), 677-700.
Ackerman, M. S. (1998). Augmenting Organizational Memory: A Field Study of Answer Garden. ACM Transactions on Information Systems, 16(3), 203-224.
Ackerman, M. S., & Malone, T. (1990). Answer Garden: A Tool for Growing Organizational Memory. Trabajo presentado en la ACM Conference on Office Information Systems, Cambridge, MA.
Ackerman, M., & McDonald, D. (1997). Answer Garden 2: Merging Organizational Memory with Collaborative Help. Computer Supported Cooperative Work.
Ahmad-Bhat, M., Mohd-Shah, R., Ahmad, B., & Rasool-Bhat, I. (2010). Cloud Computing: A Solution to Information Support Systems (ISS). International Journal of Computer Applications, 11(5), 5-9.
Alavi, M., & Leidner, D. (2001). Review: Knowledge Management and Knowledge Management Systems: Conceptual Foundations and Research Issues. MIS Quarterly, 25(1), 107-136.
Almeida, M. B., & Barbosa, R. R. (2009). Ontologies in knowledge management support: A case study. Journal of the American Society for Information Science and Technology, 60(10), 2032-2047.
Armbrust, M., Fox, A., Griffith, R., Joseph, A., Katz, R., Konwinski, A., & Zaharia, M. (2010). A View of Cloud Computing. Communications of the ACM, 53(4), 50-58.
Bloodgood, J. M. (2009). Organizational Routines as Mechanisms for Knowledge. En W. R. King (ed.), Annals of Information Systems (pp.)(Vol. 4) 41-58. New York, NY: Springer.
Borghoff, U., & Pareschi, R. (1997). Information Technology for Knowledge Management. Journal of Universal Computer Science, 3(8), 1-8.
Bowers, K. D., Juels, A., & Oprea, A. (2009). "HAIL: a high-availability and integrity layer for cloud storage", Actas de la 16th ACM conference on Computer and communications security, ACM, New York, NY, pp. 1-12.
Brislan, T. (2008). "Difficulties with the ISO quality certification". En Article Directory, Article Directory.
Conklin, J. (2001). Designing Organizational Memory: Preserving Intellectual Assets in a Knowledge Economy. En C. Institute (ed.), Designing Organizational Memory (pp. 2-41). : CogNexus Institute. Los Angeles, CA.
Checkland, P., & Poulter, J. (2006). Learning for Action: A Short Definitive Account of Soft Systems Methodology, and Its Use Practitioners, Teachers and Students (Vol. 1). Lancaster, UK: John Wiley & Sons.
Checkland, P., & Scholes, J. (1999). Soft Systems Methodology in Action. Lancaster, UK: John Wiley & Sons.
De la Hoz, J., Carrillo, E., & Gómez, L. C. (2012). Gestión de la calidad y del conocimiento: dos enfoques complementarios. Administer, 21, 71-85.
De la Hoz, J., Carrillo, E., & Gómez, L. C. (2013). "Investigación-acción aplicada a la gestión del conocimiento a través de la metodología de sistemas blandos", CISTI 2013, IEEE, Lisboa, Portugal.
De la Hoz, J., Carrillo, E., & Gómez, L. C. (2014). Memorias organizacionales en la era del almacenamiento en la nube. Tecnura, 40(18), 115-126.
De la Hoz, J., & Gómez, L. C. (2012). "Gestión del conocimiento en la era del Cloud Computing", 8a Conferencia sobre Tecnología, Conocimiento y Sociedad, Commond Ground Publishing, Los Angeles, CA.
De la Hoz, J., Gómez, L. C., Ramírez, H., & Carrillo, E. (2012). "Quality Management Supported by Knowledge Management". En T. C. Inst (Ed.), Las Vegas International Business & Economics Conference (pp.), The Clute Inst: Las Vegas, NV.
De la Hoz, J., Ramírez, H., & Gómez, L. C. (2012). Cloud storage aplicado en la gestión de la calidad y manejo de documentos en laboratorios científicos. Revista Escuela Colombiana de Ingeniería, 88, 35-44.
Di Ganghi, P. M., & Wasko, M. (2009). Open Innovation Through Online Communities. En W. King (ed.), Knowledge Management and Organizational Learning (Vol. 4), 199-213. New York, NY: Springer.
Douglas, T. J., & Judge, W. Q. (2001). Total Quality Management Implementation and Competitive Advantage: The Role of Structural Control and Exploration. Academy of Management J, 44(1), 158-169.
Fensel, D., Van Harmelen, F., Klein, M., & Akkermans, H. (2000). On-To-Knowledge: Ontology-based Tools for Knowledge Management. Trabajo presentado en el eBusiness and eWork 2000 (EMMSEC 2000) Conference, Cheshire Henbury.
Gandon, F. (2004). Engineering an Ontology for a Multi-Agents Corporate Memory System. Sophia Antipolis, France: INRIA.
Guarino, N. (1998). Formal Ontology and Information Systems. Trabajo presentado en el FOIS ’98, Trento, Italia.
Hendricks, K. B., & Singhal, V. R. (2001). Firm characteristics, total quality management, and financial performance. J. of Operation Management, 19, 269-285.
Marks, E., & Lozano, B. (2010). Executives Guide to Cloud Computing. New York, USA: Jhon Wisley& Sons, Inc.
Moorman, C., & Miner, A. (1997). The Impact of Organizational Memory on New Product Performance and Creativity. Journal of Marketing Research, 34(1), 91-106.
Nagaprasad, S., VinayaBabu, A., Madhukar, K. D. V., Mallaiah, V., & Sreelatha, A. (2010). Reviewing Some Platforms in Cloud Computing. International Journal of Engineering and Technology, 2(5), 348-353.
Nagendra Prasad, M. V., & Plaza, E. (1997). Corporate Memories as Distributed Case Libraries. Catalonia, Spain: IIIA - Articial Intelligence Research Institute.
Nevo, D., & Wand, Y. (2005). Organizational Memory Information Systems: A Transactive Memory Approach. Decision Support Systems, 39(1), 549-562.
NIST (2011). The Nist Definition of Cloud Computing. Recommendations of the National Institute of Standards and Technology. En NIST (ed.). Gaithersburg, MD: National Institute of Standards and Technology.
Powell, T. (1995). Total Quality Management as Competitive Advantage: A Review and Empirical Study. Strategic Management J, 16(1), 15-37.
Schaffer, R. H., & Thomson, H. A. (enero-febrero de 1992). Successful Change Programs Begin with Resuits. Harvard Business Rev., 80-89.
Schaffert, S. (2006). IkeWiki: A Semantic Wiki for Collaborative Knowledge Management. Trabajo presentado en el Infrastructure for Collaborative Enterprises. WETICE '06. 15th IEEE International Workshops on, Salzburg.
Stein, E. W. (1995). Organizational Memory: Review of Concepts and Recommendations for Management. International Journal of Information Management, 15(1), 17-32.
Vasconcelos, J. B., Gouveia, F. R., & Kimble, C. (2002). An Organisational Memory Information System using Ontologies. Trabajo presentado en la 3rd Conference of the Associação Portuguesa de Sistemas de Informação, Coimbra.
Walsh, J. P., & Ungson, G. R. (1991). Organizational Memory. The Academy of Management Review, 16(1), 57-91.
Wasko, M. M., & Faraj, S. (2000). It is what one does: why people participate and help others in electronic communities of practice. Journal of Strategic Information Systems, 9, 155-173.
Young, M. (1992). A framework for the successful adoption of Japanese manufacturing techniques in the United States. Academy of Management Review, 17(4), 677-700.
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Published
Nov 26, 2014
Article Details
How to Cite
De la Hoz Freyle, J. E., Carrillo Rincón, E., & Gómez Flórez, L. C. (2014). Organizational memory in customers feedback. AD-Minister, (25), 121–138. Retrieved from https://publicaciones.eafit.edu.co/index.php/administer/article/view/2559
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Section
Research Articles
Supporting Agencies
Author Biographies
Javier Enrique De la Hoz Freyle, Universidad Industrial de Santander
Grupo de Investigación STI
Investigador asociado
Elberto Carrillo Rincón, Universidad Industrial de Santander
Escuela de Ingeniería de SistemasProfesor Asociado
Luis Carlos Gómez Flórez, Universidad Industrial de Santander
Escuela de Ingeniería de SistemasProfesor Titular
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