Organizational memory in customers feedback

AD-minister

Luis Carlos Gómez Flórez¹  Javier Enrique De la Hoz Freyle¹  Elberto Carrillo Rincón¹ 

[1] Universidad Industrial de Santander

关键词: Knowledge management;    quality management;    organizational memory;    customer feedback;   

DOI  :  

学科分类：社会科学、人文和艺术（综合）

来源: Universidad E A F I T

【 摘 要 】

Customer feedback represents a significant knowledge base in organizations that can be leveraged to take advantage of continuous improvement through knowledge management (KM) strategies. These strategies can be powered via organizational memories incorporation as knowledge storage and retrieval mechanisms. This approach encouraged a soft system methodology based research that implemented an organizational memory as KM axis in customer feedback, in order to offer benefits to process and services improvement.  This paper shows such research’s results, and also its contribution to the intervened entity continuous improvement.

【 授权许可】

Unknown