Knowledge-based platform for the provisioning system

Abstract

The study examined the effectiveness and application of the tacit knowledge in the area of service delivery and order provisioning. The selected organization for this study is a corporate telecommunication body namely Telekom Malaysia Bhd (TM) and their specific customer called Government Integrated Telecommunication Network (GITN). The study was conducted on the chosen domain and organizations due to the special business arrangement which is based on wholesale approach between TM and GITN. It is noted that the current Order Management System (OMS) in TM is inefficient to provide the required analysis and real-time status reports of the service delivery due to its poor handling of bulk service orders. The real-time analysis and service delivery reports in relation to service provisioning are vital drivers to TM management for the decision making process. It is the key objective of this study to propose a solution to improve TM current business process particularly in the area of tracking and monitoring. The approach proposed in this study is to make use of the tacit knowledge acquired from the experts at ground level. In the process of leveraging the underlying tacit knowledge in TM day-to-day business process, the study requires the process of elicitation, adoption of effective interview technique, codification of tacit knowledge into explicit knowledge and building up appropriate system rules for the prototype. In general, the results have shown an acceptable improvement especially in the project management of service delivery area. The findings of this study are sufficient to encourage further work on the research model. Several recommendations are presented for future research. (Author's abstract