Service design and knowledge management in the construction supply chain for an infrastructure programme

Abstract

Purpose-The focus of this research is the extent to which service design is addressed by the client and its supply chain at a programme level into one functional capability, knowledge management, to share knowledge across projects and organizational actors. Design/methodology/approach-The interpretative methodology employing two methods of engaged scholarship, namely action research and engaged research, is applied. The data is analyzed using cognitive mapping to identify the extent of alignment of perceptions. Findings-The findings show that the client and its supply chain are very transactional in their management minimizing investment in knowledge management and programme management. Lack of commitment and cultural leadership are present, hence the over-reliance on individuals to take responsibility for knowledge sharing and application. Service design thinking can help develop a holistic approach to learning from projects. Research implications-The study underlines the links between the concepts of service design and knowledge management. The findings emphasize the importance of developing a holistic approach to knowledge management through the lenses of service design. The organizations must view knowledge management as a process and build capabilities at a programme level to make knowledge sharing an integral part of the work culture across projects. Originality/value-The study contributes to the subject of knowledge management in construction industry by mobilizing the concept of service design to examine how knowledge management systems and procedures are embedded in the client and across its supply chain.

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