This is the first post in a two-post mini-series about transforming your service department from a reality of unstructured and scattered information to a streamlined organized service experience through digitalization.Read more
Blog
How do we actually capture all that knowledge embedded within the organization?Read more
A static approach to serving relevant knowledge at the right timeRead more
Troubleshooting systems combine human knowledge and the computational power of computers, a fusion enabled by an underlying mathematical knowledge model capable of reasoning far better than humans.Read more
Last time, we discussed knowledge as it relates to the possession of experience (tacit knowledge) as well as the possession of factual information (explicit knowledge) – and the important distinction between data, information, and knowledge.Read more
According to Webster’s Dictionary, knowledge is “the fact or condition of knowing something with familiarity gained through experience or association.” In the context of business enterprises, we see that knowledge tends to be interpreted as possession of experience (tacit knowledge) as well as possession of factual information (explicit knowledge) – or where to get it.Read more
Customers calling the help desk multiple times for the same issue, field service technicians visiting the same piece of equipment many times, often in remote areas, to fix the same breakdown – it’s all a part of daily life in service organizations that are not optimized for increasing quality and customer satisfaction.Read more
