Lp7 Assignment: Knowledge Management Assess The Competency 7

Knowledge Driven SupportName:Institutional affiliationKnowledge Driven SupportCanon strategy involved creating a database that contains all the information of the business and integrated it with the Customer Relations Management system. Among the technologies that businesses can adopt to integrate organizational information include the use of a data warehouse. Integrated knowledge allows the customer service employees to gain access to the frequently asked questions (FAQs) and common answers. This reduces that amount of time that employees spend on doing research, and therefore allows them to serve more customers within the same duration of time. Integrated knowledge base also improves the quality of response. Employees can easily differentiate between new knowledge and available knowledge. Any new knowledge is updated in the database and later published in the company’s journals. Third, it increases customer satisfaction. Customers do not have to make telephone calls or write e-mails to the company for solutions. Emails usually take long to respond to, therefore reducing the level of customer satisfaction. Finally, it is easier to measure the success of the strategy. According to Peter Drucker, “if You Can't Measure It, You Can't manage It” (Peccoud, 2014). If the different