Traceability-based Knowledge System: For the HR Contact Center of the Dutch Government

Abstract

Managing Knowledge is important for an organization. A Knowledge Management System (KMS) helps with this, but only when is successful in retrieving the right knowledge. For starting companies, a self-developed system offers a solution, but provides challenges in the future. P-Direkt is at a stage where they encounter challenges with their current system and are searching for a new system. For this master thesis we identify the challenges that occur in the current tool and how they can be solved with a Traceability-based Knowledge System. The biggest identified challenge is searching for information, keeping information complete and up-to-date. By combining the challenges and common functionalities of a KMS, we developed a web-based prototype of a Traceability-based Knowledge System to validate how the identified challenges can be solved using a KMS. The aim of this study is compare two systems and how a new system is able solve existing challenges.