Knowledge Management for the Telecommunications Industry
- ISBN-10
- 0933217587
- ISBN-13
- 9780933217584
- Category
- Business & Economics
- Pages
- 232
- Language
- English
- Published
- 1999
- Publisher
- Intl. Engineering Consortiu
- Authors
- Thomas J. Housel, Sandra C. Hom
Description
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 return on knowledge (ROK) by 87 percent after implementing an intranet system combined with an automated workflow application.
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