Knowledge Management in Auto Industry

For many companies, customer service is summarised in the following activities: responding to customer questions, receives commands, resolve disagreements about billing and handle claims. The service can be made directly at the customer’s house, at the supplier or through the media (telephone, fax, email, Internet, etc.) The increasing number of call centres demonstrates the importance that companies attach to customer service.

With the addition of added services to DCI’s portfolio, it is imperative to add a sales department to assist the service and support department to maximize profits. Training and development implementation for the new sales division for every employee, regardless of the employees department must take place (Mayhew, 2012). This will ensure that every employee can assist customers who wish to purchase DCI’s products. Furthermore, it is necessary for current employees to complete monthly online scenario training and comprehensive training classes. Additionally, each of the new sales department teams will have a sales mentor available to provide guidance and feedback on an ongoing basis.

What exactly is knowledge management? “Knowledge management is defined as developing a system to improve the creation and sharing of knowledge critical for decision making” (Kreitner, 217). Tacit knowledge involves the creative minds of the production because “it is personal, intuitive, and undocumented

The superior capabilities of knowledge management systems provide an opportunity for the business to engage the most effective components and recognize the importance of communication to make informed, accurate decisions (McGrath, 2001). This system can organize the company’s knowledge resources, knowledge obtaining, organizing, and applying to make a sound routine the will enforce effectiveness (Niu, 2008). The dynamic function of knowledge management to create, capture, and apply knowledge to achieve an organization’s objective will allow them to be more profitable and successful (Zucker, 1986). In addition to increasing profits, the system can be also used to reduce costs and enhance research and development (DeTienne & Jackson, 2001). With all of these advantages, it would be wasteful for a company to not employ knowledge management. As seen in the Discovery Communications, Inc. example, the company can attribute their new productivity levels and increase in ease of securing documents to the knowledge management system that put into place by Carefree Technology. Like Discovery Communications, Inc., knowledge management is so popular today because companies can collect, process and share knowledge to ignite employees ' creativity which in turn will make the business grow. Wenhong and Jianhua (2009) explained the core of knowledge management is to convert company’s knowledge resources into an increased company

Support an outside sales representative to maintain current and new customers by setting up account information and resolving customer concerns.

While Knowledge Management (KM) is important in any business however, there is no real agreed upon definition. KM is a concept that includes the

As a result, it will assist in the identification and address the evolving needs of customers thus increasing clients’ satisfaction and attracting new ones into the company (Collins & Kehoe, 2017, p.309). In fact, knowledge management is a logical way to manage knowledge through the processes of acquiring, organizing, and communicating

In the past, the customer service key role has been answering inquiries, processing purchase orders and expediting orders. Recently, we have invested a lot of effort to facilitate this transition by providing continuous product knowledge trainings and seminars. This change has helped us service our customers from a sales perspective.

The technology is changing rapidly; it is used for the survival of the companies in the market. There are different IT based tools used by the different organisations according to their structure and requirements of the organisation. Some of the IT based tools are: internet, brainstorming sessions, video-conferencing, knowledge maps, and many others.

2. Support customer service team with flexible workflows to manage cases using shared customer knowledge

Customer relationship management systems help services representatives to improve customer services and to support clients. Service representatives use call center and help desk software to satisfy clients. Call center software transfer customer calls to agents based on the kind of service the customer need and the agents experience in the subject. When customers have any problem or are insure about a service or product, representative uses help desk software to give clients the needed data.

This case study focuses on Waters Inc, a growing self consumer service fulfillment business. The synthesis focuses on a major client who just signed a contract that will commence after seven months giving Waters Inc a seven month leeway for equipped preparation before they kick-off the service provision to their client. During this seven months period, Waters Inc will have to adapt to their customers’ needs by purchasing the necessary equipment and training the new customer care service representatives.

The knowledge intense and individual behaviour of customer makes SSA application for benefit retailer and supplier abstracted as service system. Service system is basic unit of service system research and application. The operation of SSA contain value creation of product on the shelf and interaction of service system. However service science emphasizes the macro aspects as the service competence, service process, service value, and systems while service management and engineering emphasize the discipline named service management or service marketing [38]. Since SSA also operate on the operational resources and consider knowledge as one of key factor, SSA research has opportunity to develop method and model by adopting knowledge management in service science in the future

The company's best-known hardware products are Macintosh computers, the iPod and the iPhone. Apple software have the Mac OS X operating system, the iTunes media browser, the iLife suite of multimedia and editing software, the iWork suite of productivity software, and Final Cut Studio, a suite of professional visual and movie-industry software products. Apple Inc. operates more than 250 retail stores in nine countries and an online store where hardware and software products are sold. Apple established in Cupertino, California on April 1, 1976 and incorporated January 3, 1977, the company was called "Apple Computer, Inc." for its first 30 years, but dropped the word "Computer" on January 9, 2007 to reflect the company's ongoing expansion into the consumer electronics market in addition to its traditional focus on personal computers.

Knowledge management – how organizations track, measure, share and make use of intangible assets such as an employee’s ability to think fast in a crisis – is increasingly important in a fast-changing knowledge society. Organizations have always managed knowledge, even if they did not use the term knowledge management. For example, a person experienced in operating or repairing a particular machine could pass their knowledge on to newcomers.