Companies have to develop their knowledge base to ensure that employees provide suitable knowledge to follow changes in market and customer requirements. We built a methodology to evaluate the degree of knowledge usage and of knowledge depth. In order to analyze how knowledge will change in the future regarding those two dimensions, we incoporate an approach of scenario technique into the methodology. In the methodology, the degrees of knowledge usage and depth are identified by interviews with employees and managers. Finally, this methodology was applied in a company’s service department.     «

Companies have to develop their knowledge base to ensure that employees provide suitable knowledge to follow changes in market and customer requirements. We built a methodology to evaluate the degree of knowledge usage and of knowledge depth. In order to analyze how knowledge will change in the future regarding those two dimensions, we incoporate an approach of scenario technique into the methodology. In the methodology, the degrees of knowledge usage and depth are identified by interviews with...     »