How does PLM technology support knowledge transfer and translation in new product development? Transparency and boundary spanners in an international context

Information Technology is often viewed as imposing too much standardization and limiting flexibility in New Product Development (NPD). This paper aims at understanding how the use of Product Lifecycle Management Technology (PLM) contributes to knowledge sharing in an international NPD environment. The research is based on a longitudinal case study of a consumer goods industry group and involved development teams in Europe and local suppliers in China. Knowledge transfer and translation were observed through the reduction of communication glitches among members and increased NPD work with Chinese suppliers. The results of the case study indicate that (1), with an important codification effort, the use of PLM technology resulted in higher data and network transparency and enhanced knowledge transfer; (2) PLM served as a particularly useful tool for knowledge translation especially for boundary spanners in their work relationships. While PLM can be considered the main mechanism for knowledge transfer in this context, the case suggests that knowledge translation requires a boundary spanner intervention and that, with the use of PLM, they reinforce each other. Particularly noteworthy was a positive shift in the boundary spanners' roles from the project leader to the outsourcing engineer. In turn, this unintended consequence reinforced their credibility and the legitimacy of the use of the system with the Chinese suppliers.

► This paper helps understanding PLM use and its effects on knowledge sharing. ► The phenomenon is described in an international and inter-organizational context. ► PLM use reinforces the role of the outsourcing engineer who acts as a boundary spanner. ► The paper views knowledge transfer and translation through the lens of ‘glitches’. ► With the boundary spanner, PLM features improve knowledge translation.