A Model Based on Core Processes and Knowledge Management to Promote Innovation: A Case of a Mexican Trading Company

Abstract

Constant changes in the global economy favor development of some companies, but can deteriorate some others. Constant innovation and organizational strategies oriented to search for customer satisfaction and personnel welfare collaborating within a company represent a competitive advantage that helps organizations to sustain in time. Small and Medium-sized Enterprises (SMEs) play an important role in this value chain. The challenge is not only to keep on being in business but also to transcend and generate new knowledge. This paper analyzes the implications of implementing Knowledge Management (KM) initiatives in order to promote the realization of innovations about core processes among collaborators being part of the organization which may in turn impact on the improvement of the work environment and the customer service. This study was conducted in a Mexican company dedicated to the commercialization and distribution of cleaning products. Some of the main results include the work environment. The final customer satisfaction was improved after implementing several KM initiatives and constantly promoting the generation of innovative actions for the core processes. It was also found that given an appropriate environment, collaborators are encouraged to openly participate, to create innovating ideas in their work areas with a better professional and personal development, both within and outside the enterprise.