Global Implementation of Knowledge Management System in Presales Department: A Case Study in Multinational Telecommunication Company
Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Knowledge management system is currently an important key in the company because it considered could bring competitive advantage to the company and give significant impact to organizational performance. Presales department is one of the key players in the company who responsible to create strategic proposal to customer which will define company’s chances to win the bid and affect sales and revenues gained. In their activities, presales require a lot of information in order to build high quality proposal that would increase the chance to win the bid. The necessity of having good KMS that could lead to better performance is essential for this department therefore this research has been conducted in this specific area.In this research, a case study strategy is used with several methods of data collection using qualitative approach. The case study is conducted in multinational telecommunication company (Telefonica Global Solution) and empirical investigation has been performed through different methods including interviews to 8 people from Presales department of TGS which represented each country where they are operated. The result of empirical data has introduced several problems in Presales department and its relation to KMS implementation. These findings have been analysed using models and frameworks given by literature review about impact of KMS to performance and KMS implementation in global companies.The study concludes that there are problems in the Presales department which related to time efficiency and quality performance and therefore it needs KMS where its implementation could improve their performance. This research has introduced a framework for Global KMS implementation in presales department following 5 steps which are Concept definition, Global execution, Promote, Expand and Evaluation & Sustain. This framework also took into consideration both technological and managerial part of KMS implementation and specifically designed for global company. Finally the author has applied this framework to one of KMS implementation in Presales department of multinational telecommunication company and considered successful, therefore she recommends to continue future research regarding this topic and to apply this framework to different department or industry.
Place, publisher, year, edition, pages
2013. , 105 p.
Economics and Business
IdentifiersURN: urn:nbn:se:kth:diva-124562OAI: oai:DiVA.org:kth-124562DiVA: diva2:636760
Subject / course
Industrial Economics and Management
Master of Science - Industrial Engineering and Management
ProjectsKnowledge management, knowledge management system, knowledge management strategy, presales, proposal