Knowledge Management for the Telecommunications Industry

Download or read book Knowledge Management for the Telecommunications Industry written by Thomas J. Housel and published by Intl. Engineering Consortiu. This book was released on 1999 with total page 232 pages. Available in PDF, EPUB and Kindle. Book excerpt: This report includes specific examples of how certain telecom industries use knowledge management to increase profitability: one telecom's new sales order process enabled a single service representative to perform the same functions as 12 technicians; how another company's call-center systems (after an extensive knowledge audit) yielded a 39.7 percent increase in capacity and a cost savings of $1,285,607; and how yet another competitor improved its return on process (ROP) and return on knowledge (ROK) by 87 percent after implementing an intranet system combined with an automated workflow application.