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Knowledge Management: The Core of Service Resolution Management
Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible. Hence the need for knowledge management

about knowledge management  and what customers know about the company, and to offer this information as part of the resources available on its web site. As discussed in Making the First Call Count by Greg McFarlane, an astute KM software has to make it easier for agents to author new knowledge when new services, products, or upgrades are in place. This reduces the need for agents (especially novice agents) to escalate calls to the upper service tier. This decreases the costs and the lengths of calls, but more importantly, it gets Read More

Document Management System (DMS)
Document management systems (DMS) assist with the management, creation, workflow, and storage of documents within different departments. A DMS stores documents in a database and associates importan...
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Documents related to » about knowledge management


Competency Management: the Compass for Strategic Talent Management
This white paper examines how to use a competency-based approach to build behaviors, skills, and knowledge. It explains how to integrate competencies into all

about knowledge management  How do you go about defining the unique competencies that will drive success in your organization? Start by looking at your top performers What skills, knowledge and behaviors do your top-performing workers demonstrate? By defining what makes them successful, you can use build the right competency compass to guide your talent management system toward recruiting and developing more employees with these success factors. Taking the time to do this analysis offers a substantial return on investment. In Read More
The Power of Knowledge -- Knowledge is Power (Part 2)
Part 1 of this blog series introduced the need for knowledge management (KM) software applications as part of a more comprehensive and strategic service

about knowledge management  the experienced ones are about to retire in droves. In addition, loyalty has been down lately so future technicians will likely not obtain that same experiential knowledge. Moreover, fewer people are going into field service these days. So, What Can We Do? One solution is to leverage (collect, retain, and reuse) documents, experience, and expertise within a knowledge repository (base), with powerful retrieval methods (search algorithms) to provide information and resolutions via streamlined access to Read More
10 Principles for Knowledge Management Success
Knowledge management (KM) can mean different things to an organization depending upon the nature of the initiative. KM is not a technology or set of

about knowledge management  that experience to learn about implementing knowledge in your organization; do one call center or one product group and learn from there. It is much better to be comprehensive for a narrow topic than fail to get enough depth. Sometimes an enterprise initiative is needed right away, and it can be done successfully, but it can involve a larger resource commitment to do a fullscale project all at once. Remember, the depth of your knowledge base truly depends upon your customers’ needs. Today’s systems Read More
The Power of Knowledge -- Knowledge is Power (Part 3)
Part 1 of this blog series introduced the need for knowledge management (KM) software applications as part of a more comprehensive and strategic service

about knowledge management  views, comments, opinions, etc. about KM solutions in general, and about Servigistcs’ SKM per se? In a more general sense, what are your best practices for aftermarket service (possibly in a strategic manner) as well as experiences with particular applications? Read More
Business Process Management Notations within Business Process Management
Business process management notation (BPMN) is an initiative to increase standardization within process modeling. What are the principles of BPMN, and what is

about knowledge management  BPM,business process management,BPMN,business process management notation,BPMI,Business Process Management Initiative,business process diagram,BPD,flow objects,connecting objects,swimlanes,artifacts Read More
Facilitating Compliance and Intelligent Information Management with Effective Database Management
Data breach is a very real problem in business today. Every day, organizations store massive amounts of data inside database tables—data ranging from credit

about knowledge management   Read More
Revamping Data Management: Big Data Proves Catalyst to Updating Data Management Strategies
Data management plays a key role in helping organizations make strategic sense of their data and how to best use it. Organizations with data management maturity

about knowledge management  data management, data management strategy, managing complex data sources, big data, data management adoption, big data management Read More
SmartOrg Portfolio Navigator for Product Lifecycle Management Certification Report
SmartOrg Portfolio Navigator is TEC Certified for online evaluation of product development and portfolio management (PD&PM) solutions in the Product Lifecycle

about knowledge management  product lifecycle management,portfolio management,product lifecycle management software,project portfolio management,portfolio management software,project portfolio management software,investment portfolio management,plm product lifecycle management,it portfolio management,product lifecycle management solutions,stock portfolio management software,product lifecycle management plm,investment portfolio management software,product lifecycle management tools,portfolio management tools Read More
KronosWorks 2011: Beyond Time Clocks for Modern Workforce Management
Kronos, the company that introduced the first micro-processor time clock in the 1970s, knows how tricky workforce management (WFM) can be. In this article, TEC

about knowledge management  clocks) brings in only about a third of its total annual revenue. Nowadays, Kronos is the global leader in software solutions that enable organizations to control labor costs, minimize compliance risk, and improve workforce productivity. The company develops and implements its WFM software, particularly for organizations with large, complex hourly-paid workforces. Tens of thousands of organizations in 60 countries, including more than half of the Fortune 1000 companies, use Kronos time and attendance Read More
Facilities Management is Moving Forward with Technology
Information is one of the most valuable resources for facilities management departments, so it’s essential to have a process that lets you achieve full value

about knowledge management  go the right way about using it!! Paper systems and spreadsheet management with volume and CAFM can lead to frustration whenever deployed in haste.. CAFM applications help plan, monitor and manage property, space and assets, streamline the management and planned maintenance of buildings and services, control resources and run a help desk to handle reactive maintenance. Facility Management software users report cost and time savings and much tighter control on cost run. They say systems give more Read More
LCMS Exposed! Understanding the Differences between Learning Management and Learning Content Management
The Cost of Learning—a Very Brief HistoryTraining (or learning) has always been viewed as a cost center (representing a cost of doing business similar to

about knowledge management  learners, LCMSs are all about the development, management, and deployment of content (or learning objects). Understanding the difference between the two is often very confusing if you're looking to purchase a solution, because most LCMS systems also have some limited built-in LMS functionality. The primary role of an LCMS is to manage digital assets used for authoring, managing, and publishing course content. An LCMS stores content in a central database repository, manages course content, breaks courses Read More
More Than
“Talent” traditionally refers to key people—executives, experts, rock stars, etc.—that a company does not want to lose, while the majority of the company’s

about knowledge management  talent management, TEC 2014 HCM Buyer's Guide for Medium and Large Enterprises, workforce management, human resources, HR, employee motivation, employee ROI Read More
PTC Windchill 10 for Product Lifecycle Management (PLM) Certification Report
PTC Windchill 10 is TEC Certified for online evaluation product lifecycle management (PLM) solutions in the PLM Evaluation Center. The certification seal is a

about knowledge management  product lifecycle management,plm software,plm product lifecycle management,product lifecycle management tools,product lifecycle management plm,plm software comparison,product lifecycle management software,plm software vendors,software plm,product lifecycle management solutions,what is plm software,agile product lifecycle management,software product lifecycle management,product management lifecycle,product lifecycle management solution Read More

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