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@inproceedings{1423284,
author = {Klapalová, Alena},
address = {Delft},
booktitle = {Proceedings from the 13th International Forum on Knowledge Asset Dynamics},
editor = {Han van der Meer, Guido Einthoven, Giovanni Schiuma},
keywords = {Product returns; Feedback; Knowledge management; Continuous learning and improvement; Soft Systems Methodology},
howpublished = {paměťový nosič},
language = {eng},
location = {Delft},
isbn = {978-88-96687-11-6},
pages = {926-949},
publisher = {Institute of Knowledge Asset Management},
title = {Customer Product Returns – Feedback and Knowledge Management},
year = {2018}
}
TY - JOUR
ID - 1423284
AU - Klapalová, Alena
PY - 2018
TI - Customer Product Returns – Feedback and Knowledge Management
PB - Institute of Knowledge Asset Management
CY - Delft
SN - 9788896687116
KW - Product returns
KW - Feedback
KW - Knowledge management
KW - Continuous learning and improvement
KW - Soft Systems Methodology
N2 - The purpose of this paper is to provide multidimensional understaning of the management of feedback from customer product returns (warranty claism and complaints specifically) as well as of the management practices that enable the emergence of product returns in the context of knowledge management.Understanding of feedback concept for the purpose of product returns avoidance management and its linkages with knowledge management through the theoretical review was performed in the first stage of research. Second, Soft Systems Methodology (SSM) to analyse the very complex situation, as the product returns do present, provided the conceptual framework for empirical research (McKay and Marshall, 2011). Research itself was realized in the small printing company. SSM is the systemic approach that helps to uncover multidimensional character of any problematic situation in any social system through the involvement of different actors and their different views and to bring some solutions.Paper presents how this methodology can be used when dealing with the origin and disposal of customer product returns to utilize feedback from product returns and to turn tacit knowledge into the explicit one to minimise or reduce these returns within and across the boundaries of a company.
ER -
KLAPALOVÁ, Alena. Customer Product Returns – Feedback and Knowledge Management. In Han van der Meer, Guido Einthoven, Giovanni Schiuma. \textit{Proceedings from the 13th International Forum on Knowledge Asset Dynamics}. Delft: Institute of Knowledge Asset Management, 2018, p.~926-949. ISBN~978-88-96687-11-6.
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