Using role-play based simulation to acquire tacit knowledge in organizations: the case of KreditSim

Abstract

Knowledge creation and application is crucial for organisations to cope with ever increasing competition. The business-relevant knowledge is reflected in the processes of a company. A process largely consists of tacit knowledge which is embedded in practice or experiences. Acquiring this type of knowledge is crucial for improving business processes. While formal learning or training programs deliver explicit knowledge and skills, it is much more challenging to generate implicit or tacit knowledge out of everyday work activities. In order to help employees and senior managers to acquire and apply tacit knowledge, a role-play based simulation program has been developed. This kind of simulation allows for a learning environment close to the workplace. The case of KreditSim shows how this coaching method actively involves employees and improves awareness of and participation in business process improvement. After identifying the deficiencies in their early process, the learners improve their process in a new simulation run. In this way, the tacit knowledge about processes is externalised, delivered, refined and reused. Social learning is also supported for process knowledge creation and sharing.