Detail Redesigning the Customer Support Process for the Electronic Economy: Insights from Storage Dimensions (MIS Quarterly, Vol. 21, No. 4, December 1997) Bibliografi Author: Bowles, Gene ; El Sawy, Omar A. Topik: Customer support process; business process redesign; information technologies for customer integration; learning organization; knowledge management Bahasa: (EN )     Penerbit: University of Minnesota Press     Tempat Terbit: Minneapolis    Tahun Terbit: 1997     Jenis: Article - diterbitkan di jurnal ilmiah internasional Fulltext: 5.pdf (891.91KB; 0 download) Abstract This paper provides insights for redesigning ITenabled customer support processes to meet the demanding requirements of the emerging electronic economy in which fast response, shared knowledge creation, and internetworked technologies are the dynamic enablers of success. The paper describes the implementation of the TechConnect support system at Storage Dimensions, a manufacturer of high-availability computer storage system products. TechConnect is a unique IT infrastructure for problem resolution that includes a customer support knowledge base whose structure is dynamically updated based on adaptive learning through customer interactions. The paper assesses the impacts of TechConnect and its value in creating a learning organization. It then draws insights for redesigning knowledge-creating customer support processes for the business conditions of the electronic economy. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

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