THE IMPACT OF KNOWLEDGE MANAGEMENT IN MANUFACTURING ON CUSTOMER VALUE

Abstract

The objectives in this research were to determine how knowledge management, when applied to core manufacturing business processes, may impact on customer satisfaction ratings, or higher repeat business or increased sales from new products. The defined core manufacturing business processes are product development, supply chain management and process improvements. This research involved six global manufacturers in the United States and South Africa. It is shown from the research findings that where a manufacturer adopts a knowledge-orientation in its core manufacturing business processes, this can meaningfully support improved customer value indices, in particular customer satisfaction. It was found that knowledge optimisation happens mostly when applied to process improvements. Yet, knowledge creation seems not to be implemented in product development or supply chain management or customer value learning practices. These would be the greatest leverage points for future growth of global manufacturing organisations.