A Knowledge Management Framework for Presales Operations in High-Technology Companies/
Mohammed Abdelaziz Abouelela Khedr
- 2023
- 278 p. ill. 21 cm.
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 ix 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 x 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 xi 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 vii 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