Proceedings of the 12th European Conference on Knowledge ...

Mohammad Mirkazemi Mood, Farhad Daneshga and Mona Mirkazemi Mood
Also, if A and B, as fuzzy numbers, are defined as:
A = (a1, a2, a3)
B = (b1, b2, b3)
So:
A+B = (a1 + b1, a2 + b2, a3 + b3)
A × B = (a1 * b1, a2 * b2, a3 * b3)
The proposed approach includes three main parts, namely:
Part 1: Choosing <strong>the</strong> intended performance that <strong>the</strong> organization expects out <strong>of</strong> <strong>the</strong> implementation <strong>of</strong>
KM.
Part 2: Identifying and assessing knowledge creation processes that improve <strong>the</strong> intended outcome
and performance.
Part 3: Identifying a suitable strategy to implement <strong>the</strong> intended knowledge creation processes.
Figure 3 illustrates <strong>the</strong> two Houses <strong>of</strong> Quality as well as <strong>the</strong> WHATs and HOWs variables in <strong>the</strong>
proposed approach.
The proposed approach has some levels and steps which have been thoroughly explained in <strong>the</strong> case
study.
Figure 3: The Houses <strong>of</strong> Quality
3.1 The advantages <strong>of</strong> proposed approach
In implementing KM, as well as o<strong>the</strong>r fields <strong>of</strong> management, <strong>the</strong>y face different issues and choices
that force <strong>the</strong>m to make decisions. These decision making issues can range from choosing specific
s<strong>of</strong>tware to determining <strong>the</strong> most important <strong>of</strong> <strong>the</strong> enablers and even to choosing <strong>the</strong> most suitable
strategy among <strong>the</strong> options. Therefore, this paper seeks to propose a suitable decision making
strategy by adopting <strong>the</strong> FuzzyQFD method in KM. The main advantage <strong>of</strong> this method is that it
considers Customer Demands along with experts' opinions in order to select <strong>the</strong> most appropriate
option. What we mean by customer demands in this paper is <strong>the</strong> expectations and goals <strong>of</strong> <strong>the</strong>
organization when it has implemented KM. The second advantage <strong>of</strong> this approach is that it takes all
<strong>the</strong> qualitative criteria and experts' judgments into consideration. The issue <strong>of</strong> strategy selection has
always included qualitative and mental criteria and unlike <strong>the</strong> decision making issues that are carried
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