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Author: Jussi Kantola
Publisher: CRC Press
ISBN: 1439853118
Category : Business & Economics
Languages : en
Pages : 584
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Book Description
Edited by Jussi Kantola, the founding faculty member of the world's first university Knowledge Service Engineering Department at Korea Advanced Institute of Science and Technology, and Waldemar Karwowski from the Department of Industrial Engineering and Management Systems at UCF, Knowledge Service Engineering Handbook defines what knowledge service
Author: Jussi Kantola
Publisher: CRC Press
ISBN: 1439853118
Category : Business & Economics
Languages : en
Pages : 584
Get Book Here
Book Description
Edited by Jussi Kantola, the founding faculty member of the world's first university Knowledge Service Engineering Department at Korea Advanced Institute of Science and Technology, and Waldemar Karwowski from the Department of Industrial Engineering and Management Systems at UCF, Knowledge Service Engineering Handbook defines what knowledge service
Author: Gregory Marchand
Publisher: Createspace Independent Publishing Platform
ISBN: 9781507797624
Category : Education
Languages : en
Pages : 48
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Book Description
Service advisors have the most difficult job in the automotive service industry...and that's without knowing anything about the technical aspects of an automobile. Being able to understand the basics of what a technician is telling them, and then being able to relay that information in simple, easy-to-understand terms to a customer are critical to a successful sale. This book describes basic vehicle systems, common problems, and frequent repairs in a manner that applies directly to the service advisor's job.
Author: Juliano Statdlober
Publisher: Independently Published
ISBN: 9781521573723
Category : Computers
Languages : en
Pages : 202
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Book Description
This book is divided into two parts.In its first part, it presents conceptual core definitions of knowledge management, with a theoretical basis and synthesis arising from research made in several publications, among books, articles, white papers and blogs. The result of this work is a summary of huge material, facilitating the introduction to the subject and understanding thereof.The focus of the book, however, is not restricted to knowledge management in itself. It is not a work which exhausts the subject, although it is a good reference for those wishing to be introduced to the issue.The objective is to present a practical proposition for development of initiatives of knowledge management applied to help desk and customer-care. To achieve this, the first part of the book also presents concepts of KCS (Knowledge-Centered Service), a set of practices and a specific methodology focused upon technical support, to improve the efficacy of resolving problems. KCS, however, is not limited merely to solving problems, being able to be adapted to handling requests in general.KCS is the result of compiling best practices and discussing initiatives by a group of large information technology companies, which formed a consortium to share ideas and experiences.The areas of technical support, whether in help desk or in customer care, depend upon the qualification of the people involved in the process, and this in turn depends upon knowledge. Indeed, how can one resolve a problem without knowing the subject concerned? The worst is that such subject is usually a technical issue, or is related to something technical, as the functioning of software or a product. Even in the cases of requisitions, where the agent does not go to resolve a problem, but to render a service to handle a request, knowledge is required: how to proceed to fulfill the necessity, or to whom and how forward the requisition, and what information is necessary? And if the requisition is a request for information, where to search for this information to pass to the requestor?KCS was created, with certain assumptions common to knowledge management, to deal with obtaining, sharing and transmitting knowledge to improve service, involving incidents and problems. As the methodology itself determines, it can be adapted to aid in forming a useful knowledge basis for handling requisitions. In the first part of the book KCS is presented and commented upon in a detailed manner, including its concepts, objectives and practices. As the theoretical concepts are presented and explained, and that, therefore, a context is provided, in its second part the book develops and presents a practical proposal of planning and implementing a knowledge management system using the practices of KCS. What is being proposed is the use of the conceptual basis of KCS, but not being limited thereto. Indeed, a roadmap resulting from the concepts as well as the experience and a certain creative boldness of this author is presented. The model proposed is something practical and applicable in companies of any size which have areas of technical support, service-desk, shared services or customer care. As they are practices suggested, they can be adapted, obviously, but their structure has a composition which allows the understanding of the themes in a logical and clear sequence, without ever losing sight of the essential academic concepts of knowledge management and KCS, obviously.
Author: James Brian Quinn
Publisher: Simon and Schuster
ISBN: 1439105707
Category : Business & Economics
Languages : en
Pages : 519
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Book Description
In this penetrating study of how knowledge-based services and technology are revolutionizing the economy and every corporate strategy, James Brian Quinn argues that the successful companies of the 90's -- whether in manufacturing or services -- will derive their competitive edge not from ephemerally superior products but from a deep understanding of a few highly developed knowledge and service based "core competencies." Rarely will owning the largest raw materials resource, manufacturing plants, equipment bases, or integrated facilities provide a maintainable competitive edge for major companies. Such physical properties are too easily cloned or bypassed. From now on, Quinn documents, intelligent enterprises will derive sustainable advantage from knowledge and service based activities that leverage intellectual assets. They will increase value through technological sophistication, better knowledge bases, more creative customer responsiveness, and the unsurpassed management of human and intellectual capital that competitors cannot reproduce. Quinn analyzes the technological and economic forces that make such strategies essential. He shows in detail how to create and leverage knowledge and service based core competencies for maximum focus and effectiveness. Managers, Quinn asserts, must define each value-creating activity as a knowledge based service and determine whether or not they can perform that service -- be it research, design, inventory control, accounting, distribution, or advertising -- better than anyone else in the world. Using examples from companies such as Merck, Honda, Apple, Boeing, and Wal-Mart, Quinn describes how forward-looking companies can best perform needed analyses and implement strategies around selected core competencies. By eliminating or "outsourcing" less important functions to superior outside vendors, firms become more responsive, decentralized, and lean. They become the "intelligent enterprises" of the 1990s, leveraging human and capital resources much more than other firms. They may also take on radically new organizational forms, become "starburst," "inverted," "infinitely flat," or "spiders' web" configurations. By designing and benchmarking their knowledge and service based activities to be "best in world," managers can obliterate overhead costs, smash bureaucracies, motivate personnel, and create greater value for customers and shareholders alike.
Author: Alison Temperley
Publisher: Emerald Group Publishing
ISBN: 1787145662
Category : Business & Economics
Languages : en
Pages : 251
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Book Description
Inside Knowledge provides practical guidance for women working in professional service firms who aspire to achieve their full potential in what have traditionally been male work environments. It aims to help women thrive within these organisations, and to rise to a level commensurate with their knowledge, skills, experience and talent.
Author: Lena Stormvinge
Publisher: Blurb
ISBN: 9781366821157
Category : Business & Economics
Languages : en
Pages : 216
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Book Description
Are you interested to learn how you can implement successful self-service and knowledge management in your service organization? Basic knowledge and understanding is the first step towards any change that provides new advantages and increased benefit. Customers has to come first and customer success and customer loyalty is stil the primary goal for our effort. However everything else has changed due to the shift in technology and new behaviors. Service organizations that miss the opportunity to change reduces the value that they create and will undoubtedly fall flat. The readers will obtain an in-depth understanding in these areas, as well as receiving concrete tips and recommendations on how to introduce working methods that utilize the opportunities new technology and behaviours provide. Self-service and knowledge methodology such as KCS (Knowledge Centered Service) are creating new possibilities to generate real customer value and long term success for service and support organizations and on a higher level for the hole organization. In this book we will deal with the key aspect of "whats in it for me?" not only for the customer and management, but also for the service organization. This self-service oriented way of work represent new important opportunities for everyone including the service desk. There are a lot of known ditches when implementing self-service and knowledge but with this book the reader get a tool to understand and start introduce working methods that utilize great opportunities and self-service and knowledge success. It includes presents methods for delivering outstanding customer service and capture and create knowledge in the speed of speech. With over 20 years experience of implementing self-service international the authors is some of the most experienced in the field of self-service and knowledge. Take part of their story and let your and your organizations success start today."
Author: Chiara Ghidini
Publisher: Springer Nature
ISBN: 303030793X
Category : Computers
Languages : en
Pages : 754
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Book Description
The two-volume set of LNCS 11778 and 11779 constitutes the refereed proceedings of the 18th International Semantic Web Conference, ISWC 2019, held in Auckland, New Zealand, in October 2019. The ISWC conference is the premier international forum for the Semantic Web / Linked Data Community. The total of 74 full papers included in this volume was selected from 283 submissions. The conference is organized in three tracks: for the Research Track 42 full papers were selected from 194 submissions; the Resource Track contains 21 full papers, selected from 64 submissions; and the In-Use Track features 11 full papers which were selected from 25 submissions to this track.
Author: Ford Lumban Gaol
Publisher: CRC Press
ISBN: 1315617315
Category : Business & Economics
Languages : en
Pages : 268
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Book Description
This proceedings volume contains papers presented at the 2015 International Conference on Management and Technology in Knowledge, Service, Tourism & Hospitality (SERVE 2015), covering a wide range of topics in the fields of knowledge and service management, web intelligence, tourism and hospitality. This overview of current state of affair
Author: Ford Lumban Gaol
Publisher: CRC Press
ISBN: 1138001333
Category : Business & Economics
Languages : en
Pages : 152
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Book Description
Management and Technology in Knowledge, Service, Tourism and Hospitality 2013 contains papers covering a wide range of topics in the fields of knowledge and service management, web intelligence, tourism and hospitality. This overview of current state of affairs and anticipated developments will be of interest to researchers, entrepreneurs and students alike.
Author: Ford Lumban Gaol
Publisher: CRC Press
ISBN: 1351978160
Category : Business & Economics
Languages : en
Pages : 228
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Book Description
Managing Service, Education and Knowledge Management in the Knowledge Economic Era contains papers that were originally presented at the 2016 International Congress on Management and Technology in Knowledge, Service, Tourism & Hospitality (SERVE 2016), held 8-9 October 2016 & 20-21 October 2016, in Jakarta, Indonesia & at the Vladimir State University, Vladimir, Russia. The contributions deal with various interdisciplinary research topics, particularly in the fields of social sciences, education, economics and arts. The papers focus especially on such topics as language, cultural studies, economics, behavior studies, political sciences, media and communication, psychology and human development. These proceedings should be of interest to academics and professionals in the wider field of social sciences, including disciplines such as education, psychology, tourism and knowledge management.
