Experience Management in Maintenance and After-Sale Service of an Industrial Enterprise

Back ground and Aim: Experience Management and Tacit Knowledge of organization's employees are considered one of the most important capitals of today's leading companies. This study is done in a company which produces manufacturing bending machine for tube and wire. The quality of after-sales service and the performance of the technicians' regarding to the customers are important in this company. The aim of this study is to identify, retrieve, manage and structure the information, tacit knowledge and experience of technicians in maintenance and after-sales service department for this company in order to propose the best solution to problems. Methods: The action research and field study methods are used in this work, and, many interviews have been conducted with technicians and engineers of this industry. First, the symptoms and problems are identified and classified. Then data collection, data analysis and classification of problems, symptoms and solutions are made by proposing and standard problem solving ways. Results: The results of this study include the classifications of major problems and sub-problems, classification of failures and dysfunctions of parts, create the relation among the parts of machines and problems, identification of symptoms, propose the solutions for the occurred problems in selected machines and designing failure forms. Conclusions: Suitable information processing and knowledge sharing by emphasising on human-computer interaction led the company to better satisfy customers by providing them the best solution. In addition, due to the possibility of standardizing the solutions, it will be also useful for newcomers to reuse them in future diagnostic and problem solving process