Knowledge-Driven Action Within Complex Product-Service Systems

Using industrial cases, this book chapter describes how data, contextual information from operational systems, and tacit knowledge inform decision-making. By understanding different challenges due to the various operational systems, the decision-making process is based on a set of questions, which must first be answered by decision makers. This allows differentiation between various kinds of information and knowledge supporting the process. In everyday practice, decision-making is often a challenge based on unforeseen incidences and the complexity of multi-level systems requiring the use of professional experience, personal knowledge, and the data available. In addition, much of the necessary information is hidden within product-service systems (PSS) influencing the decision-making, from the technical, operational, and business levels considering operational, tactical, and strategic timeframes.