Knowledge Management for the Telecommunications Industry |
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| Author:
| Housel, Thomas J.
Hom, Sandra C. |
| Series title: | Research Report Ser. |
| ISBN: | 978-0-933217-58-4 |
| Publication Date: | Dec 1999 |
| Publisher: | International Engineering Consortium
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| Book Format: | Spiral bound |
| List Price: | USD $995.00 |
Book Description:
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This report includes specific examples of how certain telecom industries use knowledge management to increase profitability: one telecom's new sales order process enabled a single service representative to perform the same functions as 12 technicians; how another company's call-center systems (after an extensive knowledge audit) yielded a 39.7 percent increase in capacity and a cost savings of $1,285,607; and how yet another competitor improved its return on process (ROP) and...
More DescriptionThis report includes specific examples of how certain telecom industries use knowledge management to increase profitability: one telecom's new sales order process enabled a single service representative to perform the same functions as 12 technicians; how another company's call-center systems (after an extensive knowledge audit) yielded a 39.7 percent increase in capacity and a cost savings of $1,285,607; and how yet another competitor improved its return on process (ROP) and return on knowledge (ROK) by 87 percent after implementing an intranet system combined with an automated workflow application.