Application of Quality Function Deployment as an Integrative Method to Knowledge Management Implementation

Luciana Paula Reis (), June Marques Fernandes, Sérgio Evangelista Silva () and Alana Deusilan Sester Pereira ()
Additional contact information
Luciana Paula Reis: Department of Production Engineering, (Instituto de Ciências Exatas e Aplicadas-ICEA), Federal University of Ouro Preto (Universidade Federal de Ouro Preto-UFOP), Jo˜ao Monlevade, Minas Gerais, Brazil
June Marques Fernandes: Department of Production Engineering, (Instituto de Ciências Exatas e Aplicadas-ICEA), Federal University of Ouro Preto (Universidade Federal de Ouro Preto-UFOP), Jo˜ao Monlevade, Minas Gerais, Brazil
Sérgio Evangelista Silva: Department of Production Engineering, (Instituto de Ciências Exatas e Aplicadas-ICEA), Federal University of Ouro Preto (Universidade Federal de Ouro Preto-UFOP), Jo˜ao Monlevade, Minas Gerais, Brazil
Alana Deusilan Sester Pereira: Department of Production Engineering, (Instituto de Ciências Exatas e Aplicadas-ICEA), Federal University of Ouro Preto (Universidade Federal de Ouro Preto-UFOP), Jo˜ao Monlevade, Minas Gerais, Brazil

Journal of Information & Knowledge Management (JIKM), 2022, vol. 21, issue 02, 1-26

Abstract: Knowledge Management Implementation (KMI) can be analysed from three perspectives: Knowledge Management System (KMS) implementation, Knowledge Management Processes (KMPs) implementation and Organisational Outcomes (OO). Quality Function Deployment (QFD), conceived within the scope of quality, represents a method capable of bringing significant contributions to the knowledge field of KMI. The QFD method stands out as a comprehensive approach to improve the quality of products and services, focussing on customer requirements. The literature presents a scarcity of studies that discuss the KMI implementation process, addressing these three perspectives. Furthermore, studies that address QFD in the context of KM are more focussed on the KMS implementation perspective. In this context, this research proposes an innovative approach adopting QFD in order to structure the KMI, encompassing the three perspectives presented (KMS implementation, KMP implementation and OO). In this context, QFD is seen as a method of integrating and operationalising KMI activities. To validate this approach, we applied the case study in an academic support department at a Brazilian public university. As a result, it was possible to verify that the QFD helps in the operationalisation of the KMS and KMP and also improves OO. Still, it was observed that the approach to knowledge management seems to be easy to apply in the academic setting and has produced good results in the service offered in the department where it was applied.

Keywords: Knowledge management implementation; knowledge management system; knowledge management processes; QFD; academic setting (search for similar items in EconPapers)
Date: 2022
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.worldscientific.com/doi/abs/10.1142/S0219649222500228
Access to full text is restricted to subscribers

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:wsi:jikmxx:v:21:y:2022:i:02:n:s0219649222500228

Ordering information: This journal article can be ordered from

DOI: 10.1142/S0219649222500228

Access Statistics for this article

Journal of Information & Knowledge Management (JIKM) is currently edited by Professor Suliman Hawamdeh

More articles in Journal of Information & Knowledge Management (JIKM) from World Scientific Publishing Co. Pte. Ltd.
Bibliographic data for series maintained by Tai Tone Lim ().