Organizational memory in customers feedback
Customer feedback represents a significant knowledge base in organizations that can be leveraged to take advantage of continuous improvement through knowledge management (KM) strategies. These strategies can be powered via organizational memories incorporation as knowledge storage and retrieval mech...
- Autores:
-
Javier Enrique De la Hoz Freyle
Elberto Carrillo Rincón
Luis Carlos Gómez Flórez
- Tipo de recurso:
- Fecha de publicación:
- 2019
- Institución:
- Universidad EAFIT
- Repositorio:
- Repositorio EAFIT
- Idioma:
- spa
- OAI Identifier:
- oai:repository.eafit.edu.co:10784/13950
- Acceso en línea:
- http://hdl.handle.net/10784/13950
- Palabra clave:
- Knowledge management
quality management
organizational memory
customer feedback
Gestión del conocimiento
gestión de la calidad
memoria organizacional
retroalimentación de clientes
- Rights
- License
- Copyright © 2014 Javier Enrique De la Hoz Freyle, Elberto Carrillo Rincón, Luis Carlos Gómez Flórez
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Medellín de: Lat: 06 15 00 N degrees minutes Lat: 6.2500 decimal degrees Long: 075 36 00 W degrees minutes Long: -75.6000 decimal degrees26/11/20142019-10-04T14:12:33Z26/11/20142019-10-04T14:12:33Z2256-43221692-0279http://hdl.handle.net/10784/13950Customer feedback represents a significant knowledge base in organizations that can be leveraged to take advantage of continuous improvement through knowledge management (KM) strategies. These strategies can be powered via organizational memories incorporation as knowledge storage and retrieval mechanisms. This approach encouraged a soft system methodology based research that implemented an organizational memory as KM axis in customer feedback, in order to offer benefits to process and services improvement. This paper shows such research’s results, and also its contribution to the intervened entity continuous improvement.La retroalimentación de clientes en las organizaciones representa una base significativa de conocimientos que pueden ser aprovechados en beneficio de la mejora continua de procesos, a través de estrategias de gestión del conocimiento (GC). Estas estrategias pueden ser potenciadas por medio de la incorporación de memorias organizacionales como mecanismos para el almacenamiento y recuperación de recursos de conocimiento. Este planteamiento motivó una investigación guiada por la metodología de sistemas blandos que incorporó una memoria organizacional como eje de la GC en la retroalimentación de clientes, buscando brindar beneficios en la mejora de procesos y servicios. El presente artículo muestra el desarrollo de dicha investigación, así como su contribución a la mejora continua de la entidad intervenida.text/htmlspaUniversidad EAFIThttp://publicaciones.eafit.edu.co/index.php/administer/article/view/2559http://publicaciones.eafit.edu.co/index.php/administer/article/view/2559Copyright © 2014 Javier Enrique De la Hoz Freyle, Elberto Carrillo Rincón, Luis Carlos Gómez FlórezAcceso abiertohttp://purl.org/coar/access_right/c_abf2instname:Universidad EAFITreponame:Repositorio Institucional Universidad EAFITAD-minister: No 25 (2014)Organizational memory in customers feedbackMemoria organizacional en la retroalimentación de clientesarticleinfo:eu-repo/semantics/articlepublishedVersioninfo:eu-repo/semantics/publishedVersionArtículohttp://purl.org/coar/version/c_970fb48d4fbd8a85http://purl.org/coar/resource_type/c_6501http://purl.org/coar/resource_type/c_2df8fbb1Knowledge managementquality managementorganizational memorycustomer feedbackGestión del conocimientogestión de la calidadmemoria organizacionalretroalimentación de clientesJavier Enrique De la Hoz Freyle50ddd44e-5f69-48e6-bfdb-f10d4721616e-1Elberto Carrillo Rincón556abd0b-72a1-4f40-a77c-7b1c0fb84a82-1Luis Carlos Gómez Flóreza5c3b3af-3f05-4c66-b450-5fb6a4c6b826-1AD-minister25121138THUMBNAILminiatura-administer.jpgminiatura-administer.jpgimage/jpeg8755https://repository.eafit.edu.co/bitstreams/188bb01c-0b34-42f8-91e3-52b796807cf0/download87c28d32b620f3408b1c70a3c505fbd8MD51ORIGINALMemoria organizacional en la retroalimentación de clientes.pdfMemoria organizacional en la retroalimentación de clientes.pdfTexto completo PDFapplication/pdf1261253https://repository.eafit.edu.co/bitstreams/2978b688-1923-4da6-8bf8-cee2d6aef40d/downloadd85c5edadb787f70e2f1ad78e092f207MD52articulo.htmlarticulo.htmlTexto completo HTMLtext/html374https://repository.eafit.edu.co/bitstreams/1ab69e6a-89ba-4d71-9dc2-457dfdc12534/download6b13e4aee5d49ac9f1461d977312f7d0MD5310784/13950oai:repository.eafit.edu.co:10784/139502024-12-04 11:49:50.381open.accesshttps://repository.eafit.edu.coRepositorio Institucional Universidad EAFITrepositorio@eafit.edu.co |
| dc.title.eng.fl_str_mv |
Organizational memory in customers feedback |
| dc.title.spa.fl_str_mv |
Memoria organizacional en la retroalimentación de clientes |
| title |
Organizational memory in customers feedback |
| spellingShingle |
Organizational memory in customers feedback Knowledge management quality management organizational memory customer feedback Gestión del conocimiento gestión de la calidad memoria organizacional retroalimentación de clientes |
| title_short |
Organizational memory in customers feedback |
| title_full |
Organizational memory in customers feedback |
| title_fullStr |
Organizational memory in customers feedback |
| title_full_unstemmed |
Organizational memory in customers feedback |
| title_sort |
Organizational memory in customers feedback |
| dc.creator.fl_str_mv |
Javier Enrique De la Hoz Freyle Elberto Carrillo Rincón Luis Carlos Gómez Flórez |
| dc.contributor.author.spa.fl_str_mv |
Javier Enrique De la Hoz Freyle Elberto Carrillo Rincón Luis Carlos Gómez Flórez |
| dc.subject.keyword.eng.fl_str_mv |
Knowledge management quality management organizational memory customer feedback |
| topic |
Knowledge management quality management organizational memory customer feedback Gestión del conocimiento gestión de la calidad memoria organizacional retroalimentación de clientes |
| dc.subject.keyword.spa.fl_str_mv |
Gestión del conocimiento gestión de la calidad memoria organizacional retroalimentación de clientes |
| description |
Customer feedback represents a significant knowledge base in organizations that can be leveraged to take advantage of continuous improvement through knowledge management (KM) strategies. These strategies can be powered via organizational memories incorporation as knowledge storage and retrieval mechanisms. This approach encouraged a soft system methodology based research that implemented an organizational memory as KM axis in customer feedback, in order to offer benefits to process and services improvement. This paper shows such research’s results, and also its contribution to the intervened entity continuous improvement. |
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2019 |
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2019-10-04T14:12:33Z |
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2019-10-04T14:12:33Z |
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26/11/2014 |
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26/11/2014 |
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article info:eu-repo/semantics/article publishedVersion info:eu-repo/semantics/publishedVersion |
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spa |
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http://publicaciones.eafit.edu.co/index.php/administer/article/view/2559 |
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http://publicaciones.eafit.edu.co/index.php/administer/article/view/2559 |
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Copyright © 2014 Javier Enrique De la Hoz Freyle, Elberto Carrillo Rincón, Luis Carlos Gómez Flórez |
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Medellín de: Lat: 06 15 00 N degrees minutes Lat: 6.2500 decimal degrees Long: 075 36 00 W degrees minutes Long: -75.6000 decimal degrees |
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Universidad EAFIT |
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instname:Universidad EAFIT reponame:Repositorio Institucional Universidad EAFIT |
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AD-minister: No 25 (2014) |
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