Acquisition Spree Leaves Marconi in Need of Knowledge Management - Assignment Example

Quadrant 3: Changing role This is a very strong quadrant. It describes the changing roles of level 2 and level 3 agents who now have the added responsibility of creating technical solutions which are easily understood by customers. Quadrant 4: Making it work This is relatively weak quadrant. Concept of self troubleshooting is introduced and made attractive for customers through the customer-friendly procedure and explained in simple words. Cultural issues, employees’ concern, and training is discussed to make the system more efficient.

Answer 3 The knowledge management system is hugely beneficial for Marconi. It greatly facilitates customer relationship through a fast resolution of problems. Moreover, it encourages customers to solve the problems themselves rather than depend on agents. The frontline agents are able to solve more problems, thereby freeing level 2 and level 3 experts to create efficient and easy technical solutions for customers and agents. Most importantly, the system promotes the culture of sharing and teamwork which significantly improves productivity.