Improving reuse of in-service information capture and feedback

The adoption of the PSS business model means that the designing company has greater scope and motivation to learn from experience of its products in use to improve their core design and engineering capabilities. Continuous improvement, however, depends crucially upon the implementation of effective Knowledge and Information Management (KIM) systems within a dynamic learning environment that impinge on diverse communities throughout the product lifecycle. This paper consolidates literature reviews and presents our empirical observations relating to the current KIM systems and practices within large aerospace and manufacturing companies. In particular, we discuss issues and experiences from a case study to enhance reuse of in-service feedback conducted with an aerospace company. The case study involves the organisation of inservice records to expedite retrieval and knowledge discovery.