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A problem solving method for customer knowledge management maturity (CKMM): Case study in some Iranian oil companies

机译：解决客户知识管理成熟度（CKMM）的问题的方法：一些伊朗石油公司的案例研究

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摘要

This paper is introduces a hybrid problem solving algorithm developed for presenting and promoting the customer knowledge management (CKM). It is called customer knowledge management maturity (CKMM). The algorithm includes three main phases: at the first phase, the existing status of the CKM as well as its maturity level will be determined with consideration of the just in time (JIT) factor. Recognition of the problems pertaining to knowledge management process (KMP) and JIT are also addressed in this phase. In the second phase, the causes that have led to existing situation with regard to the three aspects namely human, technology and process will be determined. The third phase of the algorithm includes the causes and conditions and proper strategies that are required for CKM promotion and development. In order to show how the afore-mentioned algorithm can be applied, a case study was conducted in three Iranian oil companies. The primary results of the research are discussed in the last part of the paper.
机译：本文介绍了一种混合的问题解决算法，该算法是为介绍和促进客户知识管理（CKM）而开发的。这称为客户知识管理成熟度（CKMM）。该算法包括三个主要阶段：在第一阶段，将考虑即时（JIT）因素确定CKM的现有状态及其成熟度水平。在此阶段，还将解决与知识管理过程（KMP）和JIT有关的问题。在第二阶段，将确定导致人，技术和过程三个方面存在现状的原因。算法的第三阶段包括促进和发展CKM的原因和条件以及适当的策略。为了显示如何应用上述算法，在三个伊朗石油公司进行了案例研究。本文的最后部分讨论了研究的主要结果。

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