MARC details
| 000 -LEADER |
|---|
| fixed length control field |
14489nam a22002537a 4500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
201210b2023 a|||f bm|| 00| 0 eng d |
| 040 ## - CATALOGING SOURCE |
|---|
| Original cataloging agency |
EG-CaNU |
| Transcribing agency |
EG-CaNU |
| 041 0# - Language Code |
|---|
| Language code of text |
eng |
| Language code of abstract |
eng |
| 082 ## - DEWEY DECIMAL CLASSIFICATION NUMBER |
|---|
| Classification number |
658.4 |
| 100 0# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Mohammed Abdelaziz Abouelela Khedr |
| 245 1# - TITLE STATEMENT |
|---|
| Title |
A Knowledge Management Framework for Presales Operations in High-Technology Companies/ |
| Statement of responsibility, etc. |
Mohammed Abdelaziz Abouelela Khedr |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Date of publication, distribution, etc. |
2023 |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
278 p. |
| Other physical details |
ill. |
| Dimensions |
21 cm. |
| 500 ## - GENERAL NOTE |
|---|
| Materials specified |
Supervisor: <br/>Tarek Khalil |
| 502 ## - Dissertation Note |
|---|
| Dissertation type |
Thesis (PH.D)—Nile University, Egypt, 2023 . |
| 504 ## - Bibliography |
|---|
| Bibliography |
"Includes bibliographical references" |
| 505 0# - Contents |
|---|
| Formatted contents note |
Contents:<br/>Certificate of Approval ....................................................................................................... ii<br/>Dedication.......................................................................................................................... iii<br/>Acknowledgment ............................................................................................................... iii<br/>Declaration for copying .......................................................................................................v<br/>Abstract.............................................................................................................................. vi<br/>Table of Contents............................................................................................................. viii<br/>list of abbreviations........................................................................................................... xii<br/>List of Figures.................................................................................................................. xiv<br/>List of Tables .................................................................................................................. xvii<br/>Chapter 1 Introduction .........................................................................................................1<br/>1.1 Background .......................................................................................................... 1<br/>1.2 Research Motivation ............................................................................................ 3<br/>1.3 Structure of the dissertation.................................................................................. 3<br/>Chapter 2 Knowledge and Knowledge Management ..........................................................4<br/>2.1 Knowledge definition........................................................................................... 4<br/>2.2 Knowledge Creation............................................................................................. 5<br/>2.3 Knowledge Management...................................................................................... 8<br/>2.4 Knowledge Management Processes..................................................................... 9<br/>2.5 Knowledge Management Assessment................................................................ 11<br/>2.6 Knowledge Management Frameworks............................................................... 15<br/>2.7 Classification of Knowledge Management Frameworks................................... 17<br/>2.8 Sample Knowledge Management Frameworks.................................................. 18<br/>2.8.1 Knowledge Management Framework for IT Project Failures.................... 18<br/>2.8.2 Knowledge Management Framework for Automotive Sector.................... 22<br/>ix<br/>2.8.3 Knowledge Management Framework for Postal Sector............................. 25<br/>2.8.4 Knowledge Management Framework for Banking Sector ......................... 28<br/>2.8.5 Knowledge Management Framework for Innovation Audit....................... 30<br/>2.8.6 Knowledge Management Framework for AEC Projects based on BIM..... 32<br/>2.8.7 Knowledge Management Framework for Nuclear Power Plants ............... 35<br/>2.9 Knowledge Management Roles ......................................................................... 37<br/>2.10 Factors Affecting Knowledge Management ...................................................... 38<br/>2.11 summary............................................................................................................. 41<br/>2.12 Problem Definition............................................................................................. 45<br/>Chapter 3 Research Methodology......................................................................................46<br/>3.1 Research Questions............................................................................................ 46<br/>3.2 Research Objectives........................................................................................... 46<br/>3.3 Research Methods.............................................................................................. 46<br/>3.4 Research Design................................................................................................. 48<br/>3.4.1 Research Type............................................................................................. 48<br/>3.4.2 Data Collection ........................................................................................... 48<br/>3.4.3 Research approach ...................................................................................... 51<br/>3.4.4 Developing KM Framework....................................................................... 54<br/>3.4.5 Summary..................................................................................................... 55<br/>Chapter 4 Discussion of results..........................................................................................56<br/>4.1 Qualitative Analysis........................................................................................... 56<br/>4.1.1 Presales Workflow...................................................................................... 58<br/>4.1.2 Presales Knowledge .................................................................................... 68<br/>4.1.3 Stakeholders................................................................................................ 74<br/>4.1.4 Challenges................................................................................................... 78<br/>x<br/>4.1.5 Technologies............................................................................................... 84<br/>4.1.6 Training....................................................................................................... 87<br/>4.1.7 Factors Affecting KM................................................................................. 92<br/>4.2 Quantitative Analysis......................................................................................... 95<br/>4.2.1 Exploring Survey Responses ...................................................................... 97<br/>4.2.2 Correlation Analysis ................................................................................. 114<br/>4.2.3 Regression Analysis.................................................................................. 122<br/>4.3 Summary .......................................................................................................... 125<br/>Chapter 5 Proposed Framework.......................................................................................126<br/>5.1 Introduction ...................................................................................................... 126<br/>5.2 Framework Components.................................................................................. 127<br/>5.2.1 Knowledge Management Repository........................................................ 129<br/>5.2.2 Knowledge Stakeholders .......................................................................... 133<br/>5.2.3 Knowledge Management Process............................................................. 134<br/>5.2.4 Technology ............................................................................................... 166<br/>5.2.5 Organization Support................................................................................ 169<br/>5.3 Framework Summary....................................................................................... 175<br/>5.4 Contribution of the framework to Mitigate the challenges.............................. 176<br/>5.5 Implementation Roadmap ................................................................................ 178<br/>5.6 Summary of Implementation Roadmap ........................................................... 183<br/>5.7 Framework Validation...................................................................................... 184<br/>Chapter 6 Conclusions and recommendations.................................................................187<br/>6.1 Conclusion........................................................................................................ 187<br/>6.2 Recommendations for Future Research ........................................................... 189<br/>References........................................................................................................................190<br/>xi<br/>Appendices.......................................................................................................................198<br/>Appendix A: Interview’s Questions............................................................................ 198<br/>Appendix B: Survey Questions................................................................................... 198<br/>Part 1 – Participant Info .......................................................................................... 198<br/>Part 2 – Organization Info....................................................................................... 198<br/>Part 3 – Knowledge in Presales team...................................................................... 200<br/>Part 4 – Knowledge Management Process.............................................................. 201<br/>Appendix C: Summary of Interview Answers............................................................ 204<br/>Appendix D: Survey Answers..................................................................................... 243<br/>Survey Sections 1 & 2: Participants and their organizations.................................. 243<br/>Survey Section 3: Evaluation of own Presales Experience from a knowledge <br/>perspective .............................................................................................................. 248<br/>Survey Section 4: Knowledge Management Phases............................................... 252<br/>Total Score .............................................................................................................. 255<br/>Appendix E: Framework Evaluation Form................................................................. 259 |
| 520 3# - Abstract |
|---|
| Abstract |
Abstract:<br/>Companies working in high technology solutions usually hire a presales team to help <br/>customers make purchase decisions. The Presales process takes place before closing the <br/>deal. The Presales team communicates with customers and proposes solutions to meet their <br/>needs. Accordingly, the Presales team needs to develop varied skills, such as business <br/>development, communication skills, project management, and more. Additionally, the <br/>Presales team needs to develop multiple sets of knowledge, such as technical knowledge <br/>about products and services proposed by their company, knowledge about the customer, <br/>and competition. <br/>Proper knowledge management allows Presales teams to respond efficiently to customers <br/>and mitigate the risk of losing significant knowledge when an experienced team member <br/>leaves the team. Therefore, this research work aims to study the Presales process and design <br/>a Knowledge Management Framework for Presales activities. <br/>A literature review was conducted covering basic knowledge management concepts and <br/>addressed multiple studies that presented knowledge management frameworks for different <br/>purposes. Then, multiple Presales employees from varied experiences, entities, and <br/>countries were interviewed. Qualitative analyses of the interview answers were conducted <br/>to better understand the presales process and common challenges facing Presales teams. <br/>Moreover, an online questionnaire was used targeting Presales employees. Quantitative <br/>analyses of the questionnaire results were conducted to study the factors affecting <br/>Knowledge Management in Presales teams.<br/>The qualitative analyses resulted in identifying fifteen Presales activities, the stakeholders <br/>involved in the Presales operations, and the common challenges facing Presales teams. It <br/>also recommended the proper technologies supporting presales operations and the training <br/>programs for enhancing Presales performance. <br/>The quantitative analyses identified two factors that significantly affect applying <br/>knowledge management in Presales operations: the utilization of technology and the <br/>support from the organization.<br/>Based on the literature review and analysis results, a knowledge management framework <br/>for Presales activities is proposed. The framework consists of five main components: the <br/>vii<br/>Presales repository for hosting the Presales knowledge elements, involved stakeholders, <br/>knowledge management processes, the proposed technologies that represent the technical <br/>foundation for facilitating the activities of knowledge management processes, and the <br/>needed support from the organization.<br/>The knowledge management processes include the activities for acquiring, organizing, <br/>storing, disseminating, and applying knowledge, while the needed support from the <br/>organization includes the support from management, human resources, and information <br/>technology teams. <br/>The importance of the framework is determined through the discussion of the perceived <br/>benefits of applying the framework to mitigate the common challenges that resulted from <br/>analyzing interview responses. <br/>A roadmap for implementing the proposed framework is introduced. It includes fourteen <br/>(14) steps. The sequence and the involved roles in each step are identified.<br/>The framework has been validated by a thorough discussion with a group of Presales <br/>experts. The validation process results indicate the significant value of the proposed <br/>framework for Presales operations |
| 546 ## - Language Note |
|---|
| Language Note |
Text in English, abstracts in English and Arabic |
| 650 #4 - Subject |
|---|
| Subject |
MOT |
| 655 #7 - Index Term-Genre/Form |
|---|
| Source of term |
NULIB |
| focus term |
Dissertation, Academic |
| 690 ## - Subject |
|---|
| School |
MOT |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
Dewey Decimal Classification |
| Koha item type |
Thesis |
| 650 #4 - Subject |
|---|
| -- |
309 |
| 655 #7 - Index Term-Genre/Form |
|---|
| -- |
187 |
| 690 ## - Subject |
|---|
| -- |
309 |