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

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.