Learning Driven Collaboration Management for Unstructured Service Processes

Abstract

We conducted ethnographic studies of several service works, such as social welfare case work in a city and, customer support desk work for a computer maintenance company, etc. We found the unstructured nature of service to be one of the major problems in improving service performance and quality. We propose a collaboration management model for structuring and improving unstructured service processes. We conducted an experiment in social welfare work in a city. An expert and two teams of case workers participated. The case workers successfully elaborated the initial work template created by the expert by two learning cycles of the proposed collaboration management model.

Keywords: Unstructured Service Processes, Organizational Learning, Knowledge Management

DOI: 10.54941/ahfe100270