MANAGING UNCERTAINTY AND AMBIGUITY IN GATES: DECISION MAKING IN AEROSPACE PRODUCT DEVELOPMENT

This paper investigates decision making in the stage-gate process used by an aerospace manufacturer. More specifically, it focuses on the way decision makers deal with uncertainties and ambiguities when making decisions. The stage-gate model was found to be a discussion trigger — a boundary negotiating artefact — through which stakeholders bring issues to the table, reflect on uncertainties, and decide in what areas more knowledge is needed. Managers should be aware that the knowledge base might not always be perfect and should make use of the sensemaking capabilities of the stage-gate model and the gate meeting to mitigate and improve the knowledge base. This paper elaborates on formalized knowledge-based criteria so as to support this evaluation of the knowledge base.