An Interactive Tool for Collaboration and Knowledge Sharing of Customer Needs in the Conceptual Phase
Peer reviewed, Journal article
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OriginalversjonVanebo, R. B., & Kjørstad, M. (2020). An Interactive Tool for Collaboration and Knowledge Sharing of Customer Needs in the Conceptual Phase. INCOSE International Symposium, 30(1), 902-919. https://doi.org/10.1002/j.2334-5837.2020.00762.x
This paper aims to research how the use of an interactive tool can facilitate collaboration, knowledge sharing and enhance the understanding of customer needs in conceptual phase at a global shipbuilding company. An effective conceptual phase depends on collaboration and mutual understanding of customer needs to capture customer requirements and transform them into a base of design-document. Lack of early common understanding can result in increased project cost or in worst-case loss of contract. We used action research as an approach for our study and developed and implemented an interactive tool in a case at the company. In-depth interviews and root-cause analysis were used to determine the pain-points of the as-is situation. A feedback survey was used to evaluate the performance and result of the interactive tool. The results indicate that the interactive tool contributes to a better overview of ongoing projects, increased knowledge sharing, and enhanced common understanding.