A problem solving method for customer knowledge management maturity (CKMM): Case study in some Iranian oil companies

Abstract

This paper is introduces a hybrid problem solving algorithm developed for presenting and promoting the customer
knowledge management (CKM). It is called customer knowledge management maturity (CKMM) . The algorithm
includes three main phases: at the first phase, the existing status of the CKM as well as its maturity level will be
determined with consideration of the just in time (JIT) factor. Recognition of the problems pertaining to knowledge
management process (KMP) and JIT are also addressed in this phase. In the second phase, the causes that have led
to existing situation with regard to the three aspects namely human, technology and process will be determined. The
third phase of the algorithm includes the causes and conditions and proper strategies that are required for CKM
promotion and development. In order to show how the afore-mentioned algorithm can be applied, a case study was
conducted in three Iranian oil companies. The primary results of the research are discussed in the last part of the
paper.