Embedding Knowledge Processes to Maintain Service Levels and Efficiency in a Growing Software Service Firm

Embedding Knowledge Processes to Maintain Service Levels and Efficiency in a Growing Software Service Firm

Oostdam, M.
Verburg, R.M.
Lobbezoo, M.

Technology, Policy and Management

Values Technology and Innovation

2013-10-09

Software service firms are challenged to maintain high service levels and to innovate at the same time. Therefore, valuable human resources need often to be balanced between innovation and operations related activities. In this paper we describe how such as a firm deals with these issues by embedding their knowledge processes into their business processes. The advantage of embedding knowledge processes is that knowledge workers are more likely to adopt these processes in their daily support activities. As such the business processes for which they are responsible improves substantially. Two illustrations of successful interventions are provided: an improvement of the interactive voice response menu, and a doubling of auctioned sales leads via the phone. Through embedding some of the core knowledge processes (capturing, storing, organizing, and sharing knowledge) in the business processes of the support department the company under study is able to maintain service levels to clients and to innovate at the same time.

http://resolver.tudelft.nl/uuid:74f7673a-166a-4804-8724-c94f74b63c5b

IIMC International Information Management Corporation

978-1-905824-40-3

eChallenges e-2013 Conference Proceedings, Dublin, Ireland, 9-11 October 2013

Institutional Repository

conference paper

© 2013 The Authors