Applicationof quality management in knowledge management. A case study in insurance company.

Knowledge management (KM) is a modern approach that deals with the greatest capital of organization i.e.knowledge.On the other hand, Quality function deployment (QFD) is a powerful method of Quality management (QM)which moves toward continuous improvement by increasing customer satisfaction.Both of the proposed approaches aim at certain more organizational knowledge for performance improvement. This suggests that, there is a close relationship between QFD and KM. Despitesuch an important relationship,there are little studiesin field of the links between these two approaches.Therefore the present paper proposes an integrated view of QFD and KM. For this purpose a fuzzy QFD approach is applied to prioritize KM solutions.The proposed model is presented and tested using survey data collected from an insurance company. Fourteenattributes with sixteen feasible solutions for implementing KM at insurance company are identified. The results revealed that the most important KM solutions for the insurance company are „additional value guidance‟, „establishment of multiple knowledge-sharing channels‟, „promotion of employees‟ awareness of KM‟, „strengthening of the performance evaluation system and improving trust‟ and „use of groupware and other software‟, „establishment of a decision-making support system‟.

کلیدواژه ها:

knowledge management ، quality function deployment ، trapezoidal fuzzy number ، insurance company