AN EXPLORATION OF KNOWLEDGE MANAGEMENT ACTIVITIES IN MULTIDISCIPLINARY SERVICE DESIGN ORGANIZATIONS

Abstract This study aims at revising the history of knowledge management in service design organizations to discover what sources, technologies, tools, and users have been used and how knowledge management may thus help to improve consultants’ performance. Also, this study sheds light on the importance of decomposing knowledge (knowledge-leveling being said in this article) before tackling knowledge management. Moreover, this study provides a real case study investigation of knowledge management in a service design organization. Through this investigation, the authors propose their knowledge-leveling classification model and how knowledge management activities satisfy each class. Thus, the authors showcase the essentiality of knowledge leveling in knowledge management.