Paper Summary:

The paper describes the strategic role of a technical support team who must continually analyze, manage and learn what is working and what isn't in the service of their internal and external customers. The paper reveals that without a knowledge management system, hundreds of problems can quickly surface. The paper examines four of the most common challenges that can occur and offers relevant solutions.

Outline:
Summary
Creating a Knowledge Management Strategy: Problems and Solutions
Problem 1
Problem 2
Problem 3
Problem 4
Summary

From the Paper:

"At the center of any Technical Support Divisions' role in any organization is the need to be a responsive resource to its internal and external customers. The effectiveness of any technical support division is directly linked to its ability over time to learn about which solutions work and why, how the organizations' products function in a variety of environments and under a wide variety of conditions, and most critical for a high tech and software company, what the dependences are with other system components and elements. The extent to which a product or service can function in conjunction with other system components in the case of a high tech manufacturer, or in a variety of conditions and under specific stress loads as is the case with an auto manufacturer, all hinges on the ability of technical support divisions' ability to constantly learn and catalog what works and what doesn't for the products and services supported."

Sample of Sources Used:

• Aberdeen Group (2005). Best Practices in Strategic Service Management. Aberdeen Group Report. June, 2005. Boston, MA. Executive Summary
• Columbus, AMR Research (2003). Configuration is at the heart of fulfillment for complex manufacturers. AMR Research Report. March 31, 2003. Boston, MA.
• Gartner (2005). Compliance Has Many Faces. Bace, Leskela, Rozwell. Industry Research Brief G00125885. Gartner Group. January 31, 2005.
• Gartner (2006). Enterprise Information Management for Government. Richard G. Harris. Industry Research Brief G00136858. Gartner Group. February 15, 2006.
• McKinsey & Company (2005). Transforming Sales and Service. McKinsey Quarterly. Thomas Baumgartner, Roland H. John, and Tomas Naucler. 2005 Number 4. Pages 81 - 91.

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