Knowledge Management Outside the Company´s Boundaries

Abstract

This master thesis is based on a study conducted at Tetra Pak AB in Sweden. The aim was to understand how Tetra Pak and their customers used and managed knowledge bundled with Tetra Pak´s machines. The understanding is based on interviews with end users, technicians at the customers, and Tetra Pak´s own technicians. The paper also use findings from other studies conducted at similar companies. The main issue for Tetra Pak is the need to transfer knowledge to their customer‟s personnel. Not having a formal authority forces them to truly deliver knowledge in such a way that the end user continue to look for more knowledge. My suggestion in this case is to use a KMS in two different ways. The customer´s end users have a need to get instructions and best practices displayed when a problem occurs. But there is also a need for knowledge sharing between Tetra Pak´s and the customer´s technicians. This could also be supported by a KMS but the focus needs to be on creating a place to collaborate and share knowledge virtually.