GE healthcare : improving the knowledge management system /
This case explains how GE Healthcare implemented its knowledge management system (KMS) by allying with Lighthouse and TTEC. Since implementing the Lighthouse KMS, GE Healthcare's call center recruits reached their goals for quality assurance (QA) and averaged a handle time (AHT) of queries in l...
| Main Authors: | , |
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| Format: | eBook |
| Language: | English |
| Published: |
London :
SAGE Publications: SAGE Business Cases Originals,
2024.
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| Series: | SAGE Business cases.
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| Subjects: | |
| Online Access: | Connect to the full text of this electronic book |
| Summary: | This case explains how GE Healthcare implemented its knowledge management system (KMS) by allying with Lighthouse and TTEC. Since implementing the Lighthouse KMS, GE Healthcare's call center recruits reached their goals for quality assurance (QA) and averaged a handle time (AHT) of queries in less than 90 days, which previously took them six months. GE Healthcare wants to improve the KMS further. According to GE Healthcare, moving from being bad to good was difficult, but the company wants to be great. How can GE Healthcare further improve its KMS? Can sharing tacit knowledge, that is, knowledge held with employees and not explicitly available on any database, help? If so, how can GE Healthcare incentivize employees to share tacit knowledge? The case encourages students to explore knowledge management strategies that a firm can take. It also helps students examine ways to encourage employees to share knowledge. |
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| Physical Description: | 1 online resource. |
| ISBN: | 9781071920596 1071920596 |