Repozitorij samostojnih visokošolskih in višješolskih izobraževalnih organizacij

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Future knowledge and process pattern recognition in weakly defined organizational formations
Jernej Agrež, 2016

Opis: Customer knowledge as an influence on service provider’s business processes during emergencies is an interesting and relevant research topic. The aim of this research was to identify possible emergency response process improvements based on existing learning processes, and possible future knowledge exchange improvements. I reached the predefined objective, i.e. to identify how customer knowledge influences providers’ business processes and consequently triggers social impact, by conducting extensive work on all five parts of the thesis. I confirmed that the customer-provider relation based on customer knowledge exists and appears in several different forms. Finally, I identified possible improvements of the research and possibilities for further research by applying the designed methodological framework network analysis on a broader geographical scale. A significant contribution of this thesis is the integration of three fields of management: business process management, knowledge management, and disaster management. The research focuses on identifying knowledge-based customer-provider relations by emphasizing customer knowledge as an influence on provider’s business processes and possible consequential social impact. By studying these relations, I went beyond the usual comfort zone of conventional formal organizations and employed a loosely coupled system which emerges as a flood response mechanism during flood events.
Najdeno v: ključnih besedah
Ključne besede: business process management, knowledge management, disaster management, public safety, loosely coupled systems, customer knowledge, flood events
Objavljeno: 22.08.2018; Ogledov: 2181; Prenosov: 146
.pdf Celotno besedilo (5,32 MB)

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