A Knowledge Management Framework for Presales Operations in High-Technology Companies/ Mohammed Abdelaziz Abouelela Khedr

Supervisor:
Tarek Khalil

Thesis (PH.D)—Nile University, Egypt, 2023 .

"Includes bibliographical references"

Contents:
Certificate of Approval ....................................................................................................... ii
Dedication.......................................................................................................................... iii
Acknowledgment ............................................................................................................... iii
Declaration for copying .......................................................................................................v
Abstract.............................................................................................................................. vi
Table of Contents............................................................................................................. viii
list of abbreviations........................................................................................................... xii
List of Figures.................................................................................................................. xiv
List of Tables .................................................................................................................. xvii
Chapter 1 Introduction .........................................................................................................1
1.1 Background .......................................................................................................... 1
1.2 Research Motivation ............................................................................................ 3
1.3 Structure of the dissertation.................................................................................. 3
Chapter 2 Knowledge and Knowledge Management ..........................................................4
2.1 Knowledge definition........................................................................................... 4
2.2 Knowledge Creation............................................................................................. 5
2.3 Knowledge Management...................................................................................... 8
2.4 Knowledge Management Processes..................................................................... 9
2.5 Knowledge Management Assessment................................................................ 11
2.6 Knowledge Management Frameworks............................................................... 15
2.7 Classification of Knowledge Management Frameworks................................... 17
2.8 Sample Knowledge Management Frameworks.................................................. 18
2.8.1 Knowledge Management Framework for IT Project Failures.................... 18
2.8.2 Knowledge Management Framework for Automotive Sector.................... 22
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2.8.3 Knowledge Management Framework for Postal Sector............................. 25
2.8.4 Knowledge Management Framework for Banking Sector ......................... 28
2.8.5 Knowledge Management Framework for Innovation Audit....................... 30
2.8.6 Knowledge Management Framework for AEC Projects based on BIM..... 32
2.8.7 Knowledge Management Framework for Nuclear Power Plants ............... 35
2.9 Knowledge Management Roles ......................................................................... 37
2.10 Factors Affecting Knowledge Management ...................................................... 38
2.11 summary............................................................................................................. 41
2.12 Problem Definition............................................................................................. 45
Chapter 3 Research Methodology......................................................................................46
3.1 Research Questions............................................................................................ 46
3.2 Research Objectives........................................................................................... 46
3.3 Research Methods.............................................................................................. 46
3.4 Research Design................................................................................................. 48
3.4.1 Research Type............................................................................................. 48
3.4.2 Data Collection ........................................................................................... 48
3.4.3 Research approach ...................................................................................... 51
3.4.4 Developing KM Framework....................................................................... 54
3.4.5 Summary..................................................................................................... 55
Chapter 4 Discussion of results..........................................................................................56
4.1 Qualitative Analysis........................................................................................... 56
4.1.1 Presales Workflow...................................................................................... 58
4.1.2 Presales Knowledge .................................................................................... 68
4.1.3 Stakeholders................................................................................................ 74
4.1.4 Challenges................................................................................................... 78
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4.1.5 Technologies............................................................................................... 84
4.1.6 Training....................................................................................................... 87
4.1.7 Factors Affecting KM................................................................................. 92
4.2 Quantitative Analysis......................................................................................... 95
4.2.1 Exploring Survey Responses ...................................................................... 97
4.2.2 Correlation Analysis ................................................................................. 114
4.2.3 Regression Analysis.................................................................................. 122
4.3 Summary .......................................................................................................... 125
Chapter 5 Proposed Framework.......................................................................................126
5.1 Introduction ...................................................................................................... 126
5.2 Framework Components.................................................................................. 127
5.2.1 Knowledge Management Repository........................................................ 129
5.2.2 Knowledge Stakeholders .......................................................................... 133
5.2.3 Knowledge Management Process............................................................. 134
5.2.4 Technology ............................................................................................... 166
5.2.5 Organization Support................................................................................ 169
5.3 Framework Summary....................................................................................... 175
5.4 Contribution of the framework to Mitigate the challenges.............................. 176
5.5 Implementation Roadmap ................................................................................ 178
5.6 Summary of Implementation Roadmap ........................................................... 183
5.7 Framework Validation...................................................................................... 184
Chapter 6 Conclusions and recommendations.................................................................187
6.1 Conclusion........................................................................................................ 187
6.2 Recommendations for Future Research ........................................................... 189
References........................................................................................................................190
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Appendices.......................................................................................................................198
Appendix A: Interview’s Questions............................................................................ 198
Appendix B: Survey Questions................................................................................... 198
Part 1 – Participant Info .......................................................................................... 198
Part 2 – Organization Info....................................................................................... 198
Part 3 – Knowledge in Presales team...................................................................... 200
Part 4 – Knowledge Management Process.............................................................. 201
Appendix C: Summary of Interview Answers............................................................ 204
Appendix D: Survey Answers..................................................................................... 243
Survey Sections 1 & 2: Participants and their organizations.................................. 243
Survey Section 3: Evaluation of own Presales Experience from a knowledge
perspective .............................................................................................................. 248
Survey Section 4: Knowledge Management Phases............................................... 252
Total Score .............................................................................................................. 255
Appendix E: Framework Evaluation Form................................................................. 259

Abstract:
Companies working in high technology solutions usually hire a presales team to help
customers make purchase decisions. The Presales process takes place before closing the
deal. The Presales team communicates with customers and proposes solutions to meet their
needs. Accordingly, the Presales team needs to develop varied skills, such as business
development, communication skills, project management, and more. Additionally, the
Presales team needs to develop multiple sets of knowledge, such as technical knowledge
about products and services proposed by their company, knowledge about the customer,
and competition.
Proper knowledge management allows Presales teams to respond efficiently to customers
and mitigate the risk of losing significant knowledge when an experienced team member
leaves the team. Therefore, this research work aims to study the Presales process and design
a Knowledge Management Framework for Presales activities.
A literature review was conducted covering basic knowledge management concepts and
addressed multiple studies that presented knowledge management frameworks for different
purposes. Then, multiple Presales employees from varied experiences, entities, and
countries were interviewed. Qualitative analyses of the interview answers were conducted
to better understand the presales process and common challenges facing Presales teams.
Moreover, an online questionnaire was used targeting Presales employees. Quantitative
analyses of the questionnaire results were conducted to study the factors affecting
Knowledge Management in Presales teams.
The qualitative analyses resulted in identifying fifteen Presales activities, the stakeholders
involved in the Presales operations, and the common challenges facing Presales teams. It
also recommended the proper technologies supporting presales operations and the training
programs for enhancing Presales performance.
The quantitative analyses identified two factors that significantly affect applying
knowledge management in Presales operations: the utilization of technology and the
support from the organization.
Based on the literature review and analysis results, a knowledge management framework
for Presales activities is proposed. The framework consists of five main components: the
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Presales repository for hosting the Presales knowledge elements, involved stakeholders,
knowledge management processes, the proposed technologies that represent the technical
foundation for facilitating the activities of knowledge management processes, and the
needed support from the organization.
The knowledge management processes include the activities for acquiring, organizing,
storing, disseminating, and applying knowledge, while the needed support from the
organization includes the support from management, human resources, and information
technology teams.
The importance of the framework is determined through the discussion of the perceived
benefits of applying the framework to mitigate the common challenges that resulted from
analyzing interview responses.
A roadmap for implementing the proposed framework is introduced. It includes fourteen
(14) steps. The sequence and the involved roles in each step are identified.
The framework has been validated by a thorough discussion with a group of Presales
experts. The validation process results indicate the significant value of the proposed
framework for Presales operations

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