Construction of Customer Knowledge Management Platform Based on TRIZ

Abstract:

Article Preview

In this paper, TRIZ and knowledge management, the two instruments solving innovation problems of different thinking modes are combined for the first time to construct Customer Knowledge Management platform. This platform has powerful functions, high efficiency, short response time, good expandability and so on, while its performances will be improved with its application time increasing. The platform can keep on being used with the advent of new assistant innovation instrument and its ability to solve problems can be ameliorated. The key to use this platform is the selection of initial knowledge management system.

Info:

Periodical:

Advanced Materials Research (Volumes 295-297)

Edited by:

Pengcheng Wang, Liqun Ai, Yungang Li, Xiaoming Sang and Jinglong Bu

Pages:

1788-1793

DOI:

10.4028/www.scientific.net/AMR.295-297.1788

Citation:

H. Wang and C. Xie, "Construction of Customer Knowledge Management Platform Based on TRIZ", Advanced Materials Research, Vols. 295-297, pp. 1788-1793, 2011

Online since:

July 2011

Authors:

Export:

Price:

$35.00

[1] Bae, J., Creative problem solving with TRIZ, Science and Technology, 2005, 22(15): 1082-1083.

[2] Boisot, M., Information and Organizations: The Manager as Anthropologist, Fontana / Collins, London, (1987).

[3] Chan, J.W.K., and Yu, K.M., TRIZ-aided technology mapping for information system implementation, Engineering Management, 2006, 7(1): 239-243.

[4] Coulibaly, S., Setting up a successful TRIZ project, Science Management Research, 2005, 15(2): 13-15.

[5] Drucker, P. F., Knowledge Worker Productivity - The Biggest Challenge, California Management Review, Vol. 41, No. 2, 1999, pp.79-94.

DOI: 10.2307/41165987

[6] Enkel, E., Raimann, J., Seufert, A., Vassiliadis, S., Wicki, Y., Back, A. and von Krogh, G., MERLIN - Materializing, Experience, Refining and Learning in Knowledge Networks, (2000).

[7] Eppler, M., Seifried, P. and Röpnack, A., Improving Knowledge Intensive Processes through an Enterprise Knowledge Medium, ACM SIGCPR Conference on Com-puter Personnel Research, New Orleans, USA, 1999, pp.222-230.

DOI: 10.1145/299513.299686

[8] Fleisch, E., Das Netzwerkunternehmen. Strategien und Prozesse zur Steigerung der Wettbewerbsfähigkeit in der Networked Economy, Springer, Berlin et al., (2001).

[9] Gebert, H., Geib, M., Kolbe, L. M. and Riempp, G., Towards Customer Knowledge Management – Integrating Customer Relationship Management and Knowledge Man-agement concepts, The Second International Conference on Electronic Business (ICEB 2002), Taipei, Taiwan, 2002, pp.296-298.

DOI: 10.1108/13673270310505421

[11] Greenberg, P., CRM at the speed of light, Oborne /McGrawHill, Berkeley, (2001).

[12] Harvey, D.J., and Holdsworth, R., Knowledge management in the aerospace industry, Professional Communication, 2006, 10(7): 237-243.

[13] Hsiang-Tang Chang, The study of integrating Su-Field analysis modeling with eco-innovative concept forproduct design, Environmentally Conscious Design and Inverse Manufacturing, 2006, 7(10): 663-670.

DOI: 10.1109/ecodim.2005.1619320

[14] Lau, D.K., The role of TRIZ as an inventive tool in technology development and integration in China, Business of Electronic Product Reliability and Liability, 2005, 11(6): 157-161.

DOI: 10.1109/beprl.2004.1308166

[15] Levitt, T., After the Sale is Over, Harvard Business Review, Vol. 63, No. 5, Sep/Oct, 1983, pp.87-93.

[16] McLoughlin, H. and Thorpe, R., Action learning - a paradigm in emergence: the problems facing a challenge to traditional management education and development, British Journal of Management, No. 4, 1993, pp.19-27.

[17] Nonaka, I. and Konno, N., The concept of "Ba": Build-ing a Foundation for Knowledge Creation, California Man-agement Review, Vol. 40, No. 3, 1998, pp.40-55.

[18] Parvatiyar, A. and Sheth, J. N., The Domain and Con-ceptual Foundations of Relationship Marketing, in: Sheth, J. N. and Parvatiyar, A. (Eds. ), Handbook of Relationship Marketing, Sage Publications, London, (2000).

DOI: 10.4135/9781452231310.n1

[19] Polanyi, M., The Tacit Dimension, Doubleday, New York, (1966).

[22] Romano, N. C. and Fjermestad, J., Electronic Com-merce Customer Relationship Management: An Assessment of Research, International Journal of Electronic Commerce, Vol. 6, No. 2, 2002, pp.61-113.

DOI: 10.1080/10864415.2001.11044232

[23] Romano, N. C. and Fjermestad, J., Electronic Com-merce Customer Relationship Management: A Research Agenda, Information Technology and Management, Vol. 4, 2003, pp.233-258.

[24] Schulze, J., Prozessorientierte Einführungsmethode für das Customer Relationship Management, Dissertation, Uni-versity of St. Gallen, St. Gallen, (2000).

[25] Schulze, J., Thiesse, F., Bach, V. and Österle, H., Knowledge Enabled Customer Relationship Management, in: Österle, H., Fleisch, E. and Alt, R. (Eds. ), Business Net-working: Shaping Enterprise Relationships on the Internet, Springer, Berlin et al., 2000, pp.143-160.

DOI: 10.1007/978-3-642-98076-3_7

[26] Shaw, R., Measuring and Valuing Customer Relation-ships, Business Intelligence, London, 1999. Organization of the Text.

In order to see related information, you need to Login.