Knowledge-based platform for the provisioning system
The study examined the effectiveness and application of the tacit knowledge in the area of service delivery and order provisioning. The selected organization for this study is a corporate telecommunication body namely Telekom Malaysia Bhd (TM) and their specific customer called Government...
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| Format: | Thesis |
| Published: |
2008
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| Subjects: | |
| Online Access: | http://library.oum.edu.my/repository/330/1/Knowledge-based_Platform_for_the_Provisioning_System.pdf http://library.oum.edu.my/repository/330/ |
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| Summary: | The study examined the effectiveness and application of the tacit knowledge in the area
of service delivery and order provisioning. The selected organization for this study is a
corporate telecommunication body namely Telekom Malaysia Bhd (TM) and their
specific customer called Government Integrated Telecommunication Network (GITN).
The study was conducted on the chosen domain and organizations due to the special
business arrangement which is based on wholesale approach between TM and GITN. It
is noted that the current Order Management System (OMS) in TM is inefficient to
provide the required analysis and real-time status reports of the service delivery due to its
poor handling of bulk service orders. The real-time analysis and service delivery reports
in relation to service provisioning are vital drivers to TM management for the decision
making process.
It is the key objective of this study to propose a solution to improve TM current business
process particularly in the area of tracking and monitoring. The approach proposed in
this study is to make use of the tacit knowledge acquired from the experts at ground level.
In the process of leveraging the underlying tacit knowledge in TM day-to-day business
process, the study requires the process of elicitation, adoption of effective interview
technique, codification of tacit knowledge into explicit knowledge and building up
appropriate system rules for the prototype. In general, the results have shown an
acceptable improvement especially in the project management of service delivery area.
The findings of this study are sufficient to encourage further work on the research model.
Several recommendations are presented for future research. (Author's abstract) |
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