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Fluid Teams and Knowledge Retrieval: Scaling Service Operations

机译：流体团队和知识检索：扩展服务操作

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摘要

To scale service operations requires retrieving knowledge across the organization. However, prior work highlights that individuals on the periphery of organizational knowledge networks may struggle to access useful knowledge at work. A knowledge repository has the potential to help peripheral individuals gain access to valuable knowledge because it is universally available and can be used without social interaction. However, for it to successfully serve this equalizing function, those on the periphery of the organizational knowledge networks must actually use it, possibly overcoming barriers to doing so. In this paper, we develop a multilevel model of knowledge retrieval in teams to explore how individuals on the periphery of knowledge networks-because of their inexperience, location, lack of social capital, gender, or role-access knowledge from such a knowledge repository. Unexpectedly, we find that individuals whose experience and position already provide access to vital knowledge use a knowledge repository more frequently than individuals on the organizational periphery. We argue that this occurs because the knowledge repository-despite its appearance of equivalent accessibility-is actually more accessible to central than to peripheral players. Thus, knowledge retrieval is not driven primarily by the need to overcome limited access to other knowledge sources. Rather knowledge retrieval is facilitated when actors know how to reap value from the knowledge repository, which ironically improves with increasing access to other sources of knowledge. We conclude that a knowledge repository is unlikely to scale service operations without additional intervention.
机译：缩放服务操作需要检索整个组织的知识。然而，事先工作突出显示组织知识网络周边上的个人可能难以在工作中获取有用的知识。知识存储库有可能帮助外围个人获得有价值的知识，因为它普遍可用，并且可以在没有社交互动的情况下使用。然而，为了成功服务这种均衡功能，组织知识网络的外围的那些必须实际使用它，可能会克服这样做的障碍。在本文中，我们在团队中开发了一个多级知识检索模型，探索知识网络周边的个人 - 因为他们的缺乏经验，位置，缺乏社会资本，性别或来自这种知识库的角色访问知识。出乎意料的是，我们发现其经验和位置已经提供了对重要知识的访问，而不是组织周边上的个人使用知识库。我们认为这是因为知识存储库 - 尽管它出现了等效的可访问性 - 实际上比到外围玩家更能访问。因此，知识检索不是主要因克服对其他知识来源的有限访问而导致的。当行动者知道如何从知识库中获取价值时，促进了知识检索，这讽刺地改善了增加对其他知识来源的访问。我们得出结论，在没有额外干预的情况下，知识库不太可能扩展服务运营。

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