Improving group-level knowledge re-use

Abstract: Due to knowledge being difficult to imitate, effective knowledge management provides several key competitive advantages. It involves managing knowledge within organizations in order to ensure the right knowledge reaching the right person at the right time.Scania CV AB is one of the world’s leading manufacturers of trucks, busses and engines for marine and industry purposes. As part of the work with streamlining processes, knowledge management has become a focus area within their R&D. This master thesis has been carried out at four groups grouped under the section UTP Process support, consisting of a mechanical workshop, logistics, improvement coaches, and logistics and measurement. The purpose was to identify areas with potential for improvement, and present suggestions for improvements, with reusability of knowledge as the main focus.A total of 132 interviews and surveys, and four workshops were conducted in order to gather data, generate improvement proposals and anchor ideas. A literature study was conducted to provide a frame of reference.A four-quadrant model was generated, to make possible the mapping of knowledge work within the involved groups. This aims to provide a general model supporting improvements in knowledge management, by establishing a conceptual frame of reference where ambition and current state can be compared, providing a base for improvements and follow-ups over time.The improvement coach group is at the forefront of the issues addressed in this thesis report, which in this context also poses their primary challenge. Suggestions on how work can keep improving are presented, including further developments of the group's so called skills matrix.For the other groups, freeing up time of experienced employees is recommended in order to transfer knowledge to less experienced colleagues. Furthermore, improving the availability of documents controlling the employees’ work is recommended, as well as ensuring these are fully updated to a larger extent. Lastly, the groups should work on increasing knowledge exchange between them and external parties, such as customers and suppliers.Future recommendations include carrying out a pilot study of the proposed model, in order to improve the model and examine how different business units within product development organizations can benefit from it. A follow-up should be carried out to examine if the recommendations have made a difference.