Brief Description of what is happening in the Case Study
The case study involves the Tequip Corporation which is involved in many struggles and challenges in the process of acquisition of several telecommunication companies. This corporation had its agents distributed in various regions around the globe to field as many questions as possible regarding its different products. It was the feeling of the corporation that their knowledge about management of systems was necessary in their success as a company. Tequip was also interested in streamlining the organization of its customer service by ensuring a direct availability of its information systems and products to customers as well as enhancing the efficiency of the customer calls. This would take place through the actions of the corporation in leveraging the web connectivity for the self-service provided to customers in comparison with the growing number of its agents.
The Organization's Strategy
The strategy employed by the Tequip Corporation involves reliance on its agents on online tactics. Besides, the company's strategy relies on extranet where the company and its customers can perform their searches regarding text documents and questions that are frequently asked concerning its products. In this case, the organization has been able to work on a strategy that attempts to supplement their operations with technology.
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Knowledge Goals Described for the Organization
Based on the information from the Tequip Corporation case study, the knowledge goals described for this particular organization include the acquisition of a more comprehensive information management system to supplement their website. The other goal of the organization is the attainment of a streamlined organization of its customer service operations by increasing the availability of its products and information to customers without restrictions. Further, the organization intended to share the knowledge in their possession rather than hoarding it (Viedma, 2014).
Knowledge Goals Described for the Customers/Clients
According to the Tequip case study, the knowledge goals described for customers and clients are several. They include fielding of approximately 10,000 questions on a monthly basis regarding the products offered by the company as well as the provision of online access to customers to enhance their search activities. The other goal entails the reduction of the length associated with customer calls by making the direct availability of information to their clients thereby saving time by a considerable extent (Viedma, 2014). Furthermore, the organization is committed towards the acquisition of a leveraged web to enhance customer self-service and to increase the number of agents to reduce the time water by customers while waiting. Additionally, the organizations objective is to improve customer experience by increasing the speed of the flow of information as well as having a faster way of resolving more calls coming for their clients. (Chalmeta & Grangel, 2012)
Who will be resisting a Knowledge Management Program
Other than setting goals for itself as well as for its customers and clients, the Tequip Corporation will be expected towards the tackling of any possible resistance to its knowledge management program. In this respect, there is the likelihood of resistance coming from different other telecommunication companies and the businesses concerned with the manufacture and distribution of telecommunication equipment. Furthermore, the organization is likely to face significant resistance from its competitors in the industry (Viedma, 2014). Various stakeholders such as suppliers and professionals who are not fully satisfied with their initiatives and strategies are also likely to be a source of resistance for this particular organization towards the achievement of its different objectives. The other reason that is likely to lead to the resistance of the knowledge management program introduced by the Tequip Corporation is lack of a better understanding of its objectives among its stakeholders (Chalmeta & Grangel, 2012).
References
Chalmeta, R., & Grangel, R. (2012). Methodology for the implementation of knowledge
management systems. Journal Of The American Society For Information Science And
Technology , 59 (5), 742-755. doi: 10.1002/asi.20785
Viedma M. J. (2014). Strategic knowledge benchmarking system (SKBS): a knowledge
-based strategic management information system for firms. Journal Of Knowledge
Management , 8 (6), 31-49. doi: 10.1108/13673270410567611
