Rachel Lander
Department of Business Information Management and Operations, Westminster Business School, University of Westminster, London, United Kingdom
E-mail: C.Lander@westminster.ac.uk

Abstract

Logistics in the UK is perceived as a sector where qualification levels could improve: the sector is viewed as underperforming in training and education. Representative professional and trade bodies within the sector actively address this challenge. The research derives from the work in a knowledge transfer partnership project between a representative trade body in the sector and the University of Westminster. A principle deliverable from the project has been development of a new Programme in Training and Education tailored to the needs of the sector. New facilitating structures to engage a range of stakeholders have additionally been established. The purpose of this paper is to present an overview of the knowledge exchange process within the project and to present an evaluation of the application of service quality theories in the development of the new service.
The paper focuses on the knowledge exchange elements of the project in developing the programme as a new service for a membership organisation. Participatory observation, project diaries and formal project documentation included reports on knowledge exchange comprise primary data sources.
The paper considers the case of service development in logistics training and education in a representative trade body.
The knowledge exchange contribution to the development of the new service, while significant, highlight the challenges of effective engagement of the service users for membership organisations.
The research is exploratory and covers the development phase for the training and education service in a case study organisation. The normal caveats of single case study research apply.
Further research will initially focus on methodologies for the evaluation of knowledge exchange. The practical implications concern use of knowledge exchange in addressing business engagement in logistics training and education and fostering university-business collaboration.

Key words: Education, service development, knowledge exchange, knowledge transfer partnerships

Last Update: October 17, 2016