Improving documentation quality management – a case study
Tala, Tiia (2016)
Tala, Tiia
2016
Tietojohtamisen koulutusohjelma
Talouden ja rakentamisen tiedekunta - Faculty of Business and Built Environment
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Hyväksymispäivämäärä
2016-06-08
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:tty-201605264149
https://urn.fi/URN:NBN:fi:tty-201605264149
Tiivistelmä
Knowledge is an important asset for organizations to gain competitive advantage. As the amount of available knowledge has significantly increased in the last decades, also the importance of quality of knowledge has been emphasized. One common approach to manage knowledge in organizations is with documentation. Thus, as a part of knowledge management development activities, the purpose of this thesis was to suggest improvements to documentation quality management in the case organization. The ITSM (IT Service Management) documentation and the process perspective of documentation were chosen as the scope of quality improvement.
The research problem was examined by utilizing theoretical and empirical approaches. In the empirical approach, the current weaknesses, strengths, and improvement needs were gathered by using the Delphi method with three iterations. The Delphi method was conducted with the documentation management stakeholders, including participants from the organization, but also vendor side. As a result, the current state of documentation quality management in the organization was aggregated and analyzed. Based on these results and the theory, from three different improvement goals, seven improvement suggestions were presented for the case organization.
The research problem was examined by utilizing theoretical and empirical approaches. In the empirical approach, the current weaknesses, strengths, and improvement needs were gathered by using the Delphi method with three iterations. The Delphi method was conducted with the documentation management stakeholders, including participants from the organization, but also vendor side. As a result, the current state of documentation quality management in the organization was aggregated and analyzed. Based on these results and the theory, from three different improvement goals, seven improvement suggestions were presented for the case organization.