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Knowledge Management in Practice by Anthony J. Rhem

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Chapter 2

The Case for Implementing Knowledge Management

If your organization is losing valuable knowledge due to staff retirement, staff moving to other departments, or staff dismissed for a variety of reasons, then your organization has a strong case for the implementation of a knowledge management (KM) strategy. Specifically, if your organization is experiencing any of the following scenarios then it has a strong case to implement a KM program or at the very least initiate a KM project to address these needs.

Scenario 1: Customer service representatives respond to customers and/or potential customer inquiries with inconsistent and oftentimes incorrect answers.

–  For interacting with your customers, the information in your organization can ...

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