Identification of knowledge areas in the order fulfillment process

Based on the results of survey research and interviews, the article presents proposals for knowledge areas that the authors consider significant in the order fulfillment process. The study covered machinery industry enterprises for which an IT system supporting knowledge management in such companies is being developed.INTRODUCTION
Machinery industry enterprises belong to a production environment known in literature as “engineering-to-order” (ETO). This environment is characterized by unit (small-batch) production, i.e., production based on individual customer orders. This type of production refers to products for which the customer requires specific engineering development, significant modification, or the purchase of new materials. Design and technology are usually developed individually for a specific customer order. These are generally unique projects characterized by specific requirements regarding technical planning and production management, as well as the method of planning and accounting for expenses. A common problem is creating offers for products designed to order in short series. Such projects are implemented based on initially incomplete data, starting from the preparation of the offer and its valuation, through the development of the budget and implementation schedule, to the supervision of the implementation and settlement of the contract. The repeatability of orders is low or even non-existent.
The order fulfillment process in this type of environment requires special support in terms of knowledge management.
The aim of the article is to present the results of survey research conducted to identify knowledge gaps in the order fulfillment process in machinery industry enterprises. The survey research aimed to indicate areas of operation within the order fulfillment process that require special knowledge support. This will be the basis for building an IT system supporting knowledge management in such enterprises. (…)

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