Model zarządzania wiedzą w dziale serwisowym przedsiębiorstwa produkcyjnego – studium przypadku
Knowledge management model functioning in a service department of a manufacturing company - a case study

Summary/Abstract: Knowledge management, including the process of knowledge acquisition and sharing, may be a key factor to the development of an organization. According to the “process” approach to knowledge management all areas of a company should be treated as elements of this process. This article aims to elaborate a model of knowledge management for a manufacturing company producing semitrailers referring to an example of its functioning at a service department. The proposed model contains 3 elements: (1) the characteristics of business processes at a service department, (2) the identification of explicit and tacit knowledge sources, (3) defining the procedures to classify service requests. It allows to assess the amount of time needed, the demand for human resources, materials and spare parts of new coming requests.

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