Case-based reasoning to support work and learning in small and medium enterprises

A new and challenging scenario for Knowledge Management (KM) is the development of conceptual and computational frameworks to support Small and Medium Enterprises (SMEs) in formalizing their knowledge models, improving their capability to innovate and limiting their drawbacks in tackling wider competitors. SMEs are companies whose headcount or turnover falls below certain limits. SMEs are typically characterized by high levels of creativity, which allow them to design and manufacture innovative products. However, SMEs are also characterized by significant technological gaps with respect to wider organizations and may suffer significantly in terms of loss of key personnel and company experiential knowledge and competences. This paper presents Complex Knowledge Structures (CKS), a methodological and computational framework for representation and management of experiential and social knowledge of SMEs based on storytelling and Case Based Reasoning (CBR) paradigms. The application of the framework will be exemplified within the context of Flexibly Beyond project, in which CKS has been proposed to support SMEs of the shoe manufacturing industry in the North Eastern Italy. © 2009 IEEE.