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Expanding Knowledge Management Externally: Putting Your Knowledge to Work for Customers Product Image

Expanding Knowledge Management Externally: Putting Your Knowledge to Work for Customers

  • Published: December 1998
  • 111 pages
  • American Productivity & Quality Center, APQC

Customers are ready to be involved in—and even take control of—satisfying their own needs, including answering their own questions and solving their own problems. This is evidenced by the acceptance of ATMs, self-serve gas stations, and online banking services. With the emergence of the Internet, the average person is much more computer literate than just a few years ago—and much more willing to find answers online. The Expanding Knowledge Management Externally consortium benchmarking study began in February 1998 with an organizing meeting. During the meeting, the study team and the sponsor companies agreed upon the study scope. The team identified the following study scope areas at this meeting.

Creating Strategies for Sharing Knowledge
- Leveraging company knowledge in self-service customer strategies
- Integrating the customer in knowledge management
- Understanding the value and benefit of sharing company knowledge with customers

Designing the Knowledge Management Framework
- Understanding what the customer “looks like”
- Designing and formulating knowledge for use by naïve, nontechnical, or casual users
- Identifying READ MORE >

- Sponsor and Partner Companies

A listing of the sponsor companies in this study, as well as the best-practice (“partner”) companies that were benchmarked for their innovation and advancement in using knowledge management externally.

- Executive Summary

A bird’s-eye view of the study, presenting the key findings discovered and the methodology used throughout the course of the study. The findings are explored in detail in following sections.

- Key Findings

An in-depth look at the 16 key findings of this study. The findings are supported by quantitative data and qualitative examples of practices employed by the partner companies.

- Partner Company Profiles

Background information on the partner companies, as well as their innovative external knowledge management processes.

- Appendix

Background data on the consortium participants and the customers they serve through external knowledge management.

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