Transfer of knowledge from the service phase: a case study from the oil industry

Abstract

This paper aims to investigate the knowledge generated during the later phases of the life cycle of a complex customised product and understand how this knowledge is transferred between projects and between different user groups. A series of four identical rigs for offshore drilling was selected as a case study, and the transfer of knowledge between the first two rigs was explored through two sets of interviews with the rig operators and the project management team. The expected knowledge transfer strategies that emerged from the first set of interviews were analysed and compared with the actual transfer mechanisms identified in the second set of interviews, and similarities and differences were investigated. It was found that the transfer of knowledge primarily occurred within the individual phases of the product’s life cycle, and there was poor transfer across the different phases.