Research project

Managing knowledge flows

Drivers of the learning curve at customer service

January 2017 - December 2028
Project Manager

The project builds on our two previous projects conducted together with ASML on cycle time and down time reduction in the manufacturing and service departments, respectively. Interestingly, results showed that service performance improved by storing knowledge in technology in work instructions, and documentation. These knowledge repositories result from a concerted effort between ASML’s R&D, after-sale, and manufacturing departments. The question how to optimize knowledge flows between these departments remains to be answered. Against this background the overall goal of this PhD project is (1) to better understand the productivity of current knowledge flows between these departments, (2) to optimize the creation, coordination, and utilization of these knowledge flows, and (3) to develop policy recommendations on how to improve the management of cross-departmental knowledge flows.

Researchers involved in this project

Collaborative Partners

  • Eindhoven University of Technology
  • ASML Netherlands BV