Eliciting end users requirements of a supportive system for tacit knowledge management processes in value networks: A Delphi study

Abstract

Co-creation value with the aim of enhancing customer experience—through providing integrated solutions— relies on networked collaborations of multiple service providers and customers within value network (VN) settings. The customer-centric view of such collaborations highlights the importance of understanding and addressing customer needs in which customer knowledge is essential. Accordingly, managing customer knowledge within VN facilitates providing integrated solutions, and in turn enhances customer experience. In this regard, in previous work we have developed a process-based framework on customer knowledge management within VN settings (VN-CKM). This framework covers processes in relation to both tacit and explicit customer knowledge. In general, there is extensive literature on IT-based systems in supporting knowledge management processes. However, there is a dearth of research on developing such systems to facilitate VN-CKM processes in the context of VN. In this regard, this study aims at eliciting end users requirements of systems needed to support VN-CKM processes. Regarding the predominant role of tacit knowledge in providing solutions, we focus on the tacit-related processes of our VN-CKM framework. Therefore, in this study these tacit-related processes are used as a basis in the requirement elicitation process. To do this, within a single VN, a two-round Delphi study is conducted to elicit the requirements from different actors of the VN. In total 144 requirements have been identified. Subsequently, by applying a structured classification approach they are classified into a set of 14 requirement types. Finally, a description for each requirement type is provided. This study, by following a well-structured research process from tacit-related VN-CKM processes to a coherent set of requirement types, provides a clear understanding on linking requirements to the original tacit-related VN-CKM processes. The resulting list of requirement types can be served as a baseline for defining and specifying the supportive system functionalities for tacit-related VN-CKM processes in the VN settings.