Knowledge is Key

Knowledge is Key: Designing a digital platform & strategy for industry-related knowledge management

Cruz Grimaldos, Andres (TU Delft Industrial Design Engineering)

Calabretta, G. (mentor)
Hultink, H.J. (mentor)

Delft University of Technology

Strategic Product Design

2020-12-07

As we live in a competitive world, companies need to update their value proposition constantly. When it comes to consultancies, they need to be innovative and improve their service in terms of efficiency, effectiveness and wow-factor in order to be chosen by clients. The service can be innovated in different ways, such as improving the service concept, the client interface, internal processes or the delivery system.This is the case of Opinno, a global innovation consultancy headquartered in Madrid who wants to focus its office in Barcelona on Pharma clients and become a key player in the field. Pharma is an industry with a lot of regulations and barriers, so consultancies that solve challenges in this industry need to be prepared for it.This project is born with the aim of improving the Business Design value proposition of Opinno, regarding its process, management or approach. Since the challenge is really broad, this project will first focus on defining a direction informed by the appropriate research. Based on literature, analysis of Opinno Business Design practices and interviews with Opinno consultants & external experts in the fields of Pharma & Business Design, this project focused on tackling two issues to improve the value proposition of the department.Firstly, misalignment was found in terms of Business Design, and a Business Design definition was created in the form of a Playbook. Content was created from literature, trends and current practices inside Opinno.Secondly, the core of the project focused on knowledge management. Research showed that the best practices and knowledge generated during projects were not stored and transferred in a structured way and some of it was lost. A process to capture, store and access knowledge was designed to solve this issue. Its backbone, a digital platform, was designed, prototyped and tested. This platform uses AI to provide all the existing resources when a consultant types the challenge; knowledge related to the industry, clients, processes or contact people will be displayed so consultants can use it during the proposal creation or project execution.This set of solutions will help Opinno to keep the knowledge once an employee leaves, save time, improve projects and proposals and support their journey towards Pharma verticalization. In the end, it will create a reference site where employees can go when they feel lost with the methodology or they have industry knowledge gaps when executing projects.

Business Design
knowledge management

http://resolver.tudelft.nl/uuid:edbb219f-1ac1-423c-bd87-974d04ad25ea

Student theses

master thesis

© 2020 Andres Cruz Grimaldos