Prioritizing knowledge management solutions with fuzzy QFD approach (Study case of Shahid Beheshti Hospital, Shiraz)

Prioritization of knowledge management solutions with fuzzy QFD approach (Study case: Shahid Beheshti Hospital, Shiraz)

Abstract

One of the government departments of the country which is very knowledge-based and takes a huge part of government resources is the hospital management department. Providing healthcare services to patients is a complex endeavor that is increasingly dependent on knowledge and information. Just as people, materials and financial resources need to be managed, knowledge and information are also considered a resource that should be effectively managed by health care service managers. In order to apply knowledge management in organizations, sometimes we face problems. Failure to identify and resolve these problems before implementing knowledge management programs will have a wide negative impact on their implementation and implementation. Therefore, analyzing the organization's knowledge needs and identifying its obstacles seem necessary. The aim of the current research is to prioritize knowledge management solutions after identifying knowledge management requirements in the emergency department of Shahid Beheshti Hospital in Shiraz. The results of this research are used to identify the deficiencies and obstacles in the implementation of organizational knowledge and try to solve them, improve the productivity of human capital, provide services with more added value and satisfy patients and employees. In this research, in order to analyze the data, the TOPSIS fuzzy method was used to determine the fuzzy weight of knowledge management requirements and solutions, and the fuzzy quality performance expansion method was used to determine the effect of each solution on knowledge management requirements, and finally, the simple weighting method was used to prioritize knowledge management solutions. Based on the results obtained from this research, the solutions for the distribution and correct application of the stored knowledge in order to increase the productivity of the organization, creating several channels for sharing knowledge and developing a learning-based organization are prioritized. At the end of the research, based on the findings obtained from the research, practical and research suggestions have been presented.

Key words: knowledge management, fuzzy logic, fuzzy TOPSIS, expansion of fuzzy quality performance, weighting method

Simple scoring

Introduction

Nowadays, knowledge is considered as the most important capital and the main factor of sustainable competitive advantage of organizations. The management of this vital capital is essential. This research aims to identify the needs and finally prioritize knowledge management solutions in the emergency department of Shahid Beheshti Hospital in Shiraz. The first chapter refers to the generalities of the research. In this regard, first a research problem, then the necessity and objectives of the research, and then the scope and method of the research are examined. 1-2-Statement of the research problem and objectives Today, knowledge is the most important capital and asset of an organization and a driver for creating a competitive advantage, organizational transformation, innovation, etc. It is considered in the organization. This asset, compared to other types of assets, has this unique feature that the more it is used, the more its value increases (Nimal et al. [1], 2004). The management of this intangible asset has attracted a lot of attention during the past decades, so that implementing an effective knowledge management strategy and becoming a knowledge-oriented organization is a necessary condition for the success of organizations in the period known as the era of knowledge-oriented economy (Hong et al.[2], 2005; Davenport and Beck[3], 2002; Lott and Gunner[4], 2000).

Knowledge management is a process that helps organizations in discovering, selecting, organizing, disseminating and transferring important information and experiences necessary for activities such as problem solving, dynamic learning, strategic planning and decision making (Gupta and Gavendrajan [5], 2000). Knowledge management refers to the efforts that are systematically made to find, organize, make available the intangible capital of the organization, strengthen the culture of continuous learning and share knowledge in the organization. Many organizations are looking for access to the benefits of knowledge management by focusing on knowledge management and extensive investment in the field of information technology (Shieh and Cheng[6], 2005). The importance of this issue is so much that nowadays a number of organizations measure their knowledge and it is considered as the intellectual capital of the organization as well as an index for grading.The importance of this issue is so much that nowadays a number of organizations measure their knowledge and reflect it in their reports as the intellectual capital of the organization as well as an index for rating companies (Mousavi, 2014). The importance of knowledge in the business, global and complex environment cannot be ignored. Organizations that understand how to effectively acquire, distribute and manage information will be leaders in their industry. Today, we are moving towards a period where competitive advantage is achieved not only through the acquisition of information, but more importantly through the creation of new knowledge (Davenport and Klar [7], 1998).

Organizations compete with each other based on the amount of their knowledge. The products and services of organizations are becoming more complex every day, and the rate of innovation and the share of information in them is increasing. Meanwhile, knowledge management by having the necessary tools is considered as a good opportunity to create a competitive advantage. Therefore, knowledge management is used to share and apply knowledge in the organization to achieve a competitive advantage (Peterson and Polfalt [8], 2002). Scientific and commercial communities both believe that organizations with knowledge power can maintain their long-term advantages in competitive arenas, and for this reason, in recent years, knowledge management has become an important and vital issue in organizations (Batt[9], 2001).

Despite the many benefits of knowledge management, in order to apply knowledge management in organizations, sometimes they face problems and obstacles. We will be (Tahri-Hashi et al., 2019). Many companies have succeeded in implementing knowledge management and continue to lead, but some organizations have failed despite spending a lot of time and money (Gholizadeh and Hamidizadeh, 2018). The inability to identify and solve these problems before implementing knowledge management programs in organizations, including the hospital management sector of the country, will have a wide adverse effect on their implementation and implementation. The aim of this research is to prioritize knowledge management solutions after identifying needs in Shahid Beheshti Hospital, Shiraz, in order to identify deficiencies and obstacles in the implementation of organizational knowledge and try to solve them, improve capital efficiency. Humanity is the provision of services with more added value and satisfaction of patients and employees. 1-3- The necessity of research Knowledge management was proposed in the early 90s as a general approach in all commercial, service, private and public sector organizations, libraries and information centers (Jin [10], 2009). Currently, in the era of knowledge and knowledge-oriented, knowledge management has gained special importance (Jaafari [11], 2009). Research shows the effect of knowledge management in obtaining a sustainable strategy and competitive advantages (Jasmadin [12], 2008). In addition, the relationship between knowledge management and innovation in the organization and knowledge management and high organizational performance has been proven (Rhodes et al. [13], 2008). Health organizations in the 21st century are facing many challenges in terms of its wide scope, the interaction of these organizations with the general public and the changes that have occurred in the global health systems. In order to overcome these challenges and improve the quality of health services, this part of the social system needs efficient and effective management, the use of skilled and knowledgeable employees, and the allocation of appropriate time for knowledge management (Amiri, 2019). Therefore, it can be said that in recent decades, information technology, centered on the knowledge and rationalism of man and his thoughts, has been given special attention in order to exploit thought and entrust repetitive and uncreative tasks to machines, as well as increasing efficiency and freeing human skills (Fateh Panah [14], 2006). Therefore, the present study is dedicated to prioritizing knowledge management solutions in order to effectively implement knowledge management in the emergency department of Shahid Beheshti Hospital in Shiraz.