Where the Knowledge Goes? Information Gathering and Managing Practices in a Global Technical Support Center

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dc.contributor Aalto-yliopisto fi
dc.contributor Aalto University en
dc.contributor.author Mannonen, Petri
dc.contributor.author Hölttä, Venlakaisa
dc.date.accessioned 2017-05-11T09:07:12Z
dc.date.available 2017-05-11T09:07:12Z
dc.date.issued 2013
dc.identifier.citation Mannonen , P & Hölttä , V 2013 , ' Where the Knowledge Goes? Information Gathering and Managing Practices in a Global Technical Support Center ' Procedia CIRP , vol 11 , pp. 412-415 . DOI: 10.1016/j.procir.2013.07.007 en
dc.identifier.issn 2212-8271
dc.identifier.other PURE UUID: c8f3c153-bdec-4fed-b862-19f5dd718e8b
dc.identifier.other PURE ITEMURL: https://research.aalto.fi/en/publications/where-the-knowledge-goes-information-gathering-and-managing-practices-in-a-global-technical-support-center(c8f3c153-bdec-4fed-b862-19f5dd718e8b).html
dc.identifier.other PURE LINK: http://dx.doi.org/10.1016/j.procir.2013.07.007
dc.identifier.other PURE FILEURL: https://research.aalto.fi/files/11637597/1_s2.0_S2212827113004794_main.pdf
dc.identifier.uri https://aaltodoc.aalto.fi/handle/123456789/25851
dc.description.abstract Successful maintenance and support services rely on efficient information use. Organizational learning and information reuse is one of the most potential ways to improve the efficiency of maintenance and support services. Many parts of knowledge creation, storing and searching can be automatized but in the problem-solving phase of the maintenance work the organizations need to often rely on maintenance workers’ and customers’ reports and descriptions. This paper presents the results of a study about information gathering and managing practices of a global technical support (GTS) center. The aim is to identify organizational and technical support and hindrances for collecting and reusing problem solving information, as well as maintenance workers work practices that support or prevent the information gathering and reuse. Based on the findings, suggestions for maintenance organizations to overcome the major problems are created. en
dc.format.extent 412-415
dc.format.mimetype application/pdf
dc.language.iso en en
dc.relation.ispartofseries Procedia CIRP en
dc.relation.ispartofseries Volume 11 en
dc.rights openAccess en
dc.title Where the Knowledge Goes? Information Gathering and Managing Practices in a Global Technical Support Center en
dc.type A1 Alkuperäisartikkeli tieteellisessä aikakauslehdessä fi
dc.description.version Peer reviewed en
dc.contributor.department School services, SCI
dc.subject.keyword collaboration environments
dc.subject.keyword cooperative work
dc.subject.keyword global technical support
dc.subject.keyword information managing
dc.identifier.urn URN:NBN:fi:aalto-201705114226
dc.identifier.doi 10.1016/j.procir.2013.07.007
dc.type.version publishedVersion

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