A problem solving method for customer knowledge management maturity (CKMM): Case study in some Iranian oil companies

This paper is introduces a hybrid problem solving algorithm developed for presenting and promoting the customer knowledge management (CKM). It is called customer knowledge management maturity (CKMM). The algorithm includes three main phases: at the first phase, the existing status of the CKM as well as its maturity level will be determined with consideration of the just in time (JIT) factor. Recognition of the problems pertaining to knowledge management process (KMP) and JIT are also addressed in this phase. In the second phase, the causes that have led to existing situation with regard to the three aspects namely human, technology and process will be determined. The third phase of the algorithm includes the causes and conditions and proper strategies that are required for CKM promotion and development. In order to show how the afore-mentioned algorithm can be applied, a case study was conducted in three Iranian oil companies. The primary results of the research are discussed in the last part of the paper.