Knowledge elicitation in reliability management in the airline industry

Emerald - Tập 13 Số 2 - Trang 35-48 - 2009
Erin Kwong1, W.B. Lee2
1Research Associate based in the Department of Industrial and Systems Engineering, The Hong Kong Polytechnic University, Kowloon, Hong Kong
2Head of Department, at The Hong Kong Polytechnic University, Kowloon, Hong Kong

Tóm tắt

PurposeThe purpose of this paper is to identify the appropriate method, demonstrating with a prototype model, of how knowledge in reliability management can be elicited from individuals as well as a team.Design/methodology/approachThe approach is to elicit the tacit knowledge of the reliability engineers through narratives and cognitive mapping. With a sufficient number of cognitive maps, patterns are revealed and an aggregate cognitive map for all participating members is produced, which helps to summarize various approaches and procedures that can be taken in handling different reliability management issues.FindingsThe work provides a real‐life example to support the stages of learning from the individual, the group to the organizational level as described in the theoretical Learning Framework.Research limitations/implicationsMany knowledge management programs failed for various reasons. One common pitfall is that they are either too ambitious or too vague in the scope, methodology of their deliverables. To be successful, the project objectives should be linked to the business needs that lead to solving their business problems.Practical implicationsA prototype is developed in the organization of expertise knowledge in a bottom‐up manner in the building of a corporate memory from individuals to team level in the reliability management in an airline company.Originality/valueThis is the first study in the airline industry to capture the know‐how and experience of its reliability engineers in the form of congregate cognitive maps so as to facilitate team learning and the building of organizational memory. It is the first in the airline industry to adopt this methodology for developing its own procedure manuals. The model was implemented successfully in the Engineering Division of an airline business in order to handle their reliability management issues.

Tài liệu tham khảo

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Emerald

Tập 13 Số 2

35-48

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