Emilio Esposito

This chapter summarizes the research activities and main results of the management engineering group in the decade 2013–2023. It is herein highlighted that management engineering is not management applied to Engineering, but rather the application of engineering theories, methods, and tools to management.

This paper provided a novel definition of customer knowledge management (CKM) as the logical intersection of customer relationship management (CRM) and knowledge management (KM). The main aim was to investigate the digital technologies supporting small and medium enterprises (SMEs) operating in creative industries in their customer knowledge management strategies. To achieve this aim, a survey involving 73 handicraft and/or retail SMEs operating in luxury jewelry industry was conducted. The survey results pointed out that in a few years the scenario has changed and that surveyed SMEs make more intensive use of traditional technologies supporting customer knowledge management processes rather than more innovative digital technologies, which are also cheap and easy to use. This finding showed the difficulties of SMEs operating in creative industries to be responsive to the rapid technological changes that are affecting CKM, as well as the lack of support from information technology vendors in the decision-making process for choosing adequate digital systems.

Purpose: This paper aims to propose a new three-dimensional (3D) fuzzy logic methodology to evaluate the level of misalignment between an enterprise’s knowledge and the knowledge management systems (KMSs) it adopts. Design/methodology/approach: The proposed methodology was implemented by means of a field analysis based on semi-structured face-to-face interviews involving a sample of 61 small and medium enterprises (SMEs) operating in high-tech and/or complex industries. Findings: The paper highlights that while there is generally a high level of misalignment between an enterprise’s knowledge and the KMSs adopted, there are also a broad variety of behaviours. The paper identifies a taxonomy able to bring together the various types of behaviour associated with how an enterprise’s knowledge is related to KMS selection. Specifically, four behaviour patterns were identified, and the enterprises were then categorised accordingly as being guideposts, practice laggards, tool laggards or latecomers. Practical implications: The proposed taxonomy provides an operational tool that can be used by enterprises and policy makers alike. The paper shows how enterprises can use this tool to understand which category they belong to and support decision-making to introduce changes leading to improved levels of alignment. Policy makers, on the other hand, can use the proposed taxonomy to identify measures to support the competitiveness of local systems by improving management processes and knowledge sharing among enterprises. Originality/value: The paper highlights the difficulties that SMEs experience in adopting KMSs that are truly aligned with their knowledge and proposes a methodology to improve alignment.

This paper conducts a structured review on the topic of energy efficiency and environmental sustainability in the supply chain management context to define research trends on the topic and identify research gaps. The review is carried out using the largest databases of peer-reviewed literature (Scopus and Web of Science). A sample of 122 papers focusing on the topic of energy-efficient and sustainable supply chain management was selected and analyzed through descriptive and content analysis. The review highlights that despite there is a growing research trend on the topic, different research gaps remain to be covered. These gaps concern the factors influencing energy efficiency and environmental sustainability initiatives, the classification of energy efficiency and environmental sustainability initiatives, the impact of energy efficiency and environmental sustainability on supply chain performance, the customer perspective in sustainable and energy-efficient supply chain, and the different technologies supporting the energy efficiency and environmental sustainability initiatives. The research gaps and the research questions identified offer the opportunity to identify areas of investigation to design future research directions and propose guidelines in the field of supply chain management.

This paper conducts a systematic literature review on knowledge management (KM) in the context of startups in order to analyze the state of the art, identify research gaps and define a future research agenda. The main findings highlight that, even though there is an increasing number of papers on the topic of KM in startups, several issues are still neglected. Specifically, the paper identifies four main gaps in the body of literature. The first gap deals with the environmental and socio-political factors influencing the adoption of KM in startups. The second gap regards the lack of a comprehensive taxonomy of knowledge management systems (KMSs) that may support the processes of knowledge creation, acquisition, storage, transfer, sharing and application. This second gap allows us to identify a third gap concerning the level of alignment between startup’s strategies and technologies adopted. Finally, the fourth gap deals with the issue of the impact of KM on startup’s performances with regard to economic, financial, market, technical, technological, organizational, human and relational performance. From these four gaps, six research questions (RQs) have been proposed. These RQs allow us to identify possible areas of analysis to define a future research agenda. Neglecting these issues means underestimating all the possible advantages of KM adoption for a startup to achieve efficiency, effectiveness and scalability goals.

Purpose: Service supplier selection is a multi-criteria decision-making (MCDM) problem assuming a strategic role for the competitiveness of high-tech manufacturing companies. Nevertheless, especially for service quality evaluation, there is little empirical evidence of the practical usefulness of MCDM methodologies. Aiming to cover this gap between theoretical approaches and empirical applications, the purpose of this paper is to propose a fuzzy extended analytic hierarchy process (FEAHP) approach for service supplier evaluation. Design/methodology/approach: A hybrid approach which combines some of the strengths of the analytic hierarchy process (AHP) and of the fuzzy set theory is presented, as organized into five steps. A case study is used to evaluate the applicability in a real company context. Findings: The usability of the approach is demonstrated in an aerospace company for solving the supplier selection problem of a business software whose applications are still in infancy: a Test Data Management System (TDMS). The illustrative application contains both “general” criteria to be used for other service supplier selection contexts as well as service-specific criteria related to software selection. Research limitations/implications: Even if the application regards the selection of a software supplier, the methodology can be generically extended to other services’ selection in complex manufacturing industries through the personalization of some criteria. Practical implications: Implications can be derived both for business managers involved into the decision-making process and for suppliers identifying the most promising features of software quality. Originality/value: The originality consists in the combination into a hybrid approach of the strong points of the AHP with the fuzzy set; the inclusion of multiple perspectives of decision criteria for service supplier selection, basically the “software product” and “supplier” ones; a real empirical application to test and demonstrate the efficacy and the practical utility of the proposed approach.

This paper deals with knowledge management (KM) in small and medium enterprises (SMEs). Through a literature review, three research questions have been identified concerning the barriers hindering the spread of KM practices in SMEs, the main knowledge management systems (KMSs) adopted by SMEs and the impact of the use of KM practices on SME performance. The research questions were subsequently addressed through a field analysis conducted on a sample of SMEs. The empirical evidence highlights that the scenario has changed in the space of but a few years. Although SMEs are generally characterized by poor financial and human resources, they are able to overcome the barriers preventing the spread of KM practices. The SMEs investigated perceive the strategic value of KM and consequently adopt a variety of KMSs. Nevertheless, such systems are generally outdated in comparison with cheaper, more recent, and user-friendly applications. Finally, the paper emphasizes that the use of KM practices can contribute to the overall growth of SMEs by simultaneously and significantly enhancing their performance.