A Knowledge Capture and Sharing Approach to Effective Software Service Supply Chain Management

Ali Baydoun, Jamal El-Den


In recent years, with the increase of demand in the service industry, we have witnessed the emergence of a new kind of supply chain (SC) (the service SC [SSC]) which is characteristically different from the traditional manufacturing/ production SC. The research addresses the software service supply chain (SSSC), research on SSSC is scarce, and there is a need for a proper definition as well as identification and setting up of the phases of such SC. The service enterprise continues to apply and adapt practically the same phases of the manufacturing SC management. The lack of understanding and definition of the SSC negatively impacts the service sector productivity and performance, in particular, the software service sector. The research will introduce an SSSC definition as well as a knowledge-based framework which introduces the phases of the SSSC. Prior research on SSC fell short in defining, addressing, and introducing the basic steps for the SSSC. In addition, no prior research introduced a framework which combines knowledge management (KM) concepts to improve the overall steps and productivity of the SSSC. The research will provide answers on how the service supplies chain in general and the SSSC in particular could be improved based on the benefits of its employees’ accumulated knowledge as a result of their involvement in the activities and processes in both the service company and the clients’ companies while developing the clients’ software development demands. In addition, the research will argue against the perishable nature of services in the software service industry and will posit and justify the reusable nature of the “software” in the SSSC by arguing that if a service (software) is not consumed when available; it should be retained for future use. A framework for knowledge-based SSSC will be also suggested to reflect all phases of the SC in the software service industry. These phases are closely integrated and implemented with concepts from KM to improve the current and future needs of a company’s processes and competitive advantages in the marketplace. Furthermore, a software service company will be chosen from the software industry as an example case study to verify the research outcome. This experimental case study will highlight and analyze a real-life scenario of the software production SC of the chosen company and identify all aspects of lessons learned during the software development.


Aus. J. Bus. Sco S. & IT. Vol 3(4), October 2017, P 155-165


Software Service Supply Chain; Knowledge; Knowledge Management; Supply Chain; Service Supply Chain

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