Service operations depend intensively on human resources because of their interaction with customers and suppliers and thus, training becomes a must in order to ensure higher performance. Knowledge Management (KM) may be looked as a framework for training programs since it addresses knowledge conversion from explicit and tacit knowledge. This paper proposes that dynamic simulation might be used as a tool to analyze training programs effectiveness from a KM perspective. Thus, a SD model was built using data from a customer support service of a software-house in Brazil. Three scenarios were considered, relying on the number of trainings per month. The main contribution of this work lies on shedding light over the intangible effects of tacit and explicit knowledge that support the effectiveness of training programs over organizational performance.

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Date created

• 2011 July 24-2011 July 28

Type

• Document

Processing Activity

• Processing documentation available at: https://wiki.albany.edu/display/SCA/Processing+Ingested+Digital+Files

License

• Creative Commons BY-NC-ND Attribution-NonCommercial-NoDerivs 4.0 International

  
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ITEM CONTEXT

Part of

28441c340962a2b363963713d1bba533

Scope and Contents

Part of

e35e9d46c0556df862a8fbb9e32d2143

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Part of

23d738ba88f8333bc39725f9cb5bd0b8

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Collection

System Dynamic Society Records

Scope and Contents

Collecting area

• This collection is part of the University Archives