Agent-based Analytical Framework for Knowledge Management in Service-oriented Organizations

This paper provides an agent-based analytical framework for analyzing knowledge management policies in service-oriented organizations. The knowledge of workers dynamically changes as various services are created through the service interactions between workers and customers. Our previous study focused on the knowledge dynamics and proposed an agent-based model to discuss effective management policies in a specific customer center. However the model is unable to analyze problem situations in other types of organizations directly. In this research we investigate service characteristics and various types of business, and then construct the framework including essential model components for representing service interactions and organizational learning mechanisms in service-oriented organizations. The framework enables analysts easily to build an agent-based model by selecting model components based on the features of their target organization. The simulation with the framework can provide an enormous volume of useful information about possible organizational changes and workers’ behavior for their decision making.