HANDLING OF IN-SERVICE SUPPORT: COMPARISON OF TWO CASE STUDIES FROM COMPLEX INDUSTRIES
DS 60: Proceedings of DESIGN 2010, the 11th International Design Conference, Dubrovnik, Croatia
Year: 2010
Editor: Marjanovic D., Storga M., Pavkovic N., Bojcetic N.
Author: Vianello, G.; Xie, Y.; Ahmed-Kristensen, S.; Culley, S. J.
Section: DESIGN ORGANISATION AND MANAGEMENT
Page(s): 1209-1218
Abstract
This paper compares the strategy towards in-service support from contrasting sectors of industry, describing two case studies of companies developing complex products and servicing them throughout their lifecycle. The analysis of the cases focuses upon how knowledge generated during in-service support was reused within the service phase in terms of : (1) the process that led to the identification or to the validation of a solution; (2) the solution itself.
Keywords: service, knowledge management, procedural knowledge, aerospace industry, oil industry