An exploration of knowledge management activities in multidisciplinary service design organizations

DS 122: Proceedings of the Design Society: 24th International Conference on Engineering Design (ICED23)

Year: 2023
Editor: Kevin Otto, Boris Eisenbart, Claudia Eckert, Benoit Eynard, Dieter Krause, Josef Oehmen, Nad
Author: Mirafzal, MohammadReza (1); Wadhera, Piyush (2); Stal-Le Cardinal, Julie (1)
Series: ICED
Institution: 1: CentraleSupelec University; 2: Sibylone
Section: Design Methods
Page(s): 0525-0534
DOI number:


This study aims at revising the history of knowledge management in service design organizations to discover what sources, technologies, tools, and users have been used and how knowledge management may thus help to improve consultants’ performance. Also, this study sheds light on the importance of decomposing knowledge (knowledge-leveling being said in this article) before tackling knowledge management. Moreover, this study provides a real case study investigation of knowledge management in a service design organization. Through this investigation, the authors propose their knowledge-leveling classification model and how knowledge management activities satisfy each class. Thus, the authors showcase the essentiality of knowledge leveling in knowledge management.

Keywords: Knowledge management, Service design, Information management, Case study

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