GOH, Y.M. and McMAHON, C., 2009. Improving reuse of in-service information capture and feedback. Journal of Manufacturing Technology Management, 20 (5), pp. 626-639.
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.