By: Paul Esch – Nokia Enterprise Solutions
Delivered at the 2008 Services Industry Summit in Charleston, SC – As the leader of the advanced support group within Nokia’s CARE organization, Paul Esch has faced many challenges in developing a comprehensive knowledge management strategy for his organization. In this session, Paul discussed three specific areas involving people, process and systems associated with knowledge management, their affect on the organization and contribution as a driver of self-service content for the web. The session examined the benefits and challenges of extending the knowledge management strategy outside of the support organization, lessons learned from developing and implementing knowledge processes and issues encountered in deploying knowledge related systems within the organization.
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