The Implementation Of 3M’s Knowledge Management

The Implementation of 3Ms Knowledge management System In the previous(a) 1990s, 3Ms main objective was to become the most modern political party in the world. In edict to be sophisticated in such a competitive assiduity would have in mind the effective use of a knowledge management (KM) organisation. During this time, they were do thousands of products related to adhesives, abrasives, laminates, fire protection, dental, medical, electronic materials, vehicle/transportation, optical film, safety, side products and more. (Brand 1998) One of the major ch in allenges that they were try to overcome was how their guest portion parts were handling incoming inflicts. With all of the different types of products they were selling, it isnt strike that each 3M client redevelopment agent in their sestet different call centers were victorious an average of 52 calls per mean solar day! Management discovered that over 18% of calls needed to be escalated to their testing ground experts. This was taking a toll on their science laboratory productivity and directly effecting sales. (Edwards, 2000) Moreover, customers didnt feel that their needs were macrocosm met in a timely fashion, if at all.

3M realized that if they were surpass to remain competitive and be the leading innovative gild in the global marketplace, they would need to implement an effective KM system. Their customer service departments needed a system that could be accessed and updated by all employees round the clock so they obstinate to take action. (Edwards, 2000) One can on ly imagine the foiling and counter producti! ve behavior that may have been personnel casualty on in their customer service department out front the implementation of their new KM system For example, a customer service representative (CSR) receives a retrieve call from a customer with a complicated question. The CSR spends about twenty legal proceeding searching for the answer employ their current system solely couldnt find it and asks the customer if he can call them back. Then the CSR wanders around...If you want to fall a full essay, order it on our website: OrderCustomPaper.com

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