Paper Title
Problem-Solving Approach to Create Knowledge Driven Complaints Handling System

Abstract
Problem-solving is considered to be one of the important factors affecting and creating competitive advantages for customer services in the Airlines’ Sector. However, airline companies should switch their attention to the customer complaints rather than focusing only on service price. This could be improved by introducing a simple, formal and informative problem-solving approach; support decision making by creating a useful knowledge environment. The purpose of this research is to develop an A3 Thinking approach for problem-solving to enhance complaints handling. This approach will be validated by using a case study in Saudi Airlines. One of the main advantages of developing this approach is capturing and providing useful knowledge, created and documented in a simple manner; thus, preventing re-occurring problems and supporting the decision making. The contribution of the research is providing a study that gives a detailed definition about the customer journey associated with customer complaints. Secondly, developing a new view of an A3 Thinking approachfor problem-solvingbased on a learning cycle. In addition, it contributes to the applications of knowledge management (KM) in a new environment that enables the transfer from tacit to explicit knowledge.