How to indicate the areas for improvement in service process - the Knowledge Management and Value Stream Mapping as the crucial elements of the business approach

Dorota Klimecka-Tatar, Manuela Ingaldi

Resumo


Building value in the service process requires a lot of involvement of both organizations and customers. The condition for the optimal use of information from customers is the ability to find relationships between these data and elements of knowledge management. The purpose of the paper is to present the possibilities of implementing knowledge management principles in the aspect of service improvement based on value stream mapping and customer satisfaction assessment in order to indicated key quality problems. Authors attempted to assess the service quality in the context of information flows in an organization providing medical services. The customers feedback and the ability to assess customers attitudes is an important factor in building high quality medical services. In paper, the principles of knowledge management in relation to the improvement of 5 areas delineated on the process map have been applied. The results of customer's satisfaction assessment in relation to areas of the values flow map have been presented. The results demonstrate that proper knowledge management and optimal value stream flows have an impact on service quality assessments - as demonstrated by CSI. This study contributes to develop service process management and knowledge management based on the principles of customer value co-creation.

Palavras-chave


customer satisfaction, value adding, value stream mapping, service quality, knowledge management

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Referências


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DOI: https://doi.org/10.20397/2177-6652/2020.v20i2.1878

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