Operations Support Systems (OSS) is a mainstream technology which supports large-scale network operation, maintenance and management. | Systems Research and Behavioral Science Syst. (2006) Published onlineinWiley InterScience () DOI: & Research Paper Knowledge Management in OSS—an Enterprise Information System for the Telecommunications Industry Jiayin Qi1*, Li Da Xu2, Huaying Shu1 and Huaizu Li3 1School of Economics and Management, Beijing University of Posts and Telecommunications, Beijing, China 2Department of Information Technology and Decision Sciences, Old Dominion University, Norfolk, Virginia, USA 3School of Management, Xian Jiaotong University, Xian, China Knowledge management in Enterprise Information Systems (EIS) has become one of the hottest research topics in the last few years. Operations Support Systems (OSS) is one kind of EIS, which is becoming increasingly popular in the telecommunications industry. However, the academic research on knowledge management in OSS is sparse. In this paper, a knowledge management system for OSS is proposed in the framework of systems theory. Knowledge, knowledge management, organization and information technology are the four main interactive elements in the knowledge management system. The paper proposes that each subsystem of the OSS is to be equipped with knowledge management capacity, and the knowledge management of the OSS is to be realized through its subsystems. Copyright # 2006 John Wiley & Sons, Ltd. Keywords enterprise information systems; ERP; operations support systems; knowledge management; management information systems INTRODUCTION mance and competitive advantage (Ahn and Chang, 2004; Chuang, 2004; Joshi and Sharma, In recent years, the topic of knowledge economy 2004; Tzokas and Saren, 2004; Badii and Sharif, has attracted much research interest. As a result, 2003; Cavusgil et al., 2003; Choi and Lee, 2002). a substantial number of researches have been For this reason, more and more enterprises have conducted on knowledge management from emphasized the importance of knowledge man-
