Duryan, M and Smyth, H (2019) Service design and knowledge management in the construction supply chain for an infrastructure programme. Built Environment Project and Asset Management, 9(1), pp. 118-137. ISSN 2044-124X
Abstract
Purpose: The purpose of this paper is to determine the extent to which service design (SD) is addressed by the client and its supply chain at a program level into one functional capability, knowledge management (KM), to share knowledge across projects and organizational actors. Design/methodology/approach: The interpretative methodology employing two methods of engaged scholarship, namely, action research and engaged research, is applied. The data are analyzed using cognitive mapping to identify the extent of alignment of perceptions. Findings: The findings show that the client and its supply chain are very transactional in their management minimizing investment in KM and program management. There is a lack of commitment and cultural leadership; hence, there is over-reliance on individuals to take responsibility for knowledge sharing and application. SD thinking can help develop a holistic approach to learning from projects. Research limitations/implications: The study underlines the links between the concepts of SD and KM. The findings emphasize the importance of developing a holistic approach to KM through the lenses of SD. The organizations must view KM as a process and build capabilities at a program level to make knowledge sharing an integral part of the work culture across projects. Originality/value: The study contributes to the subject of KM in the construction industry by mobilizing the concept of SD to examine how KM systems and procedures are embedded in the client and across its supply chain.
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | cognitive mapping; knowledge management; programme management; service design; supply chain; systems thinking |
| Index terms: | knowledge management, construction industry, holistic approach, construction supply chain, program, cognitive mapping, methodology, knowledge sharing, programme, commitment, systems thinking, action research |
| Subjects: | psychology, knowledge management, analytical methods, data collection methods, business, construction logistics, project controls, cognitive psychology, industry analysis, software systems, research methods, professional development |
| Topics: | Supply Chain Management, Digital Applications, Organizational Design, Time Control, Information Management, Research Practice, Business Strategy |
| Descriptive scope: | 4 PCTE |
N.B. Descriptive scope is a count of how many of the five facets of empirical research are indicated by the words used in title, abstract and keywords. It is not intended as a judgement on the research; merely a count of the kind of word we would expect to indicate Phenomenon, Concepts, Theoretical framing, Empirical techniques, Analytical techniques. If all five are present, then a code of “5 PCTEA” will indicate this. If you feel the coding for this record is questionable, we welcome discussion around the terms we matched or the way we categorized them. The facet you would expect may not be coded, or a facet may be coded inappropriately. This can also bear on a larger question, of which facets should be treated as defining in construction management research. Please get in touch, and we will look at it. More details here