engleski

The KMS Architecture Design for Service Providing

The globalization process is driven by rapid changes in technology, market and culture resulted in global knowledge economy and information society. New challenges and requirements are done ; questions are: How to do knowledge management in organizations? How to develop organizational knowledge in companies? Key success factor in implementation business systems is knowledge about business processes. Today, staff is organized around goals and knowledge in new organizational forms (like: competence centres, front offices, back offices, help desks...) and supported by IC networks. In daily operating procedures everyone in company has to know his/her roles to mission-vision-strategy implementation i.e. values done by him/her. One of the most often business system type is Service Providing driven by knowledge and driven by ICT. Business process models are the key knowledge components in company where many drivers are 'connected': people and organization, IC devices and networks, content and documents, concepts and model shapes. The Service Providing was our field of research. In this context: we designed the architecture for KM application development to Service Providing companies. One example of implementation is designed.

knowledge management; learning mechanisms; service management

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