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Communicating Knowledge: A Case Study for Improving Technician Productivity in the Telecom Industry
Santos, Sonia M.
Santos, Sonia M.
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Abstract
Organizational success is based on productivity. Productivity at the Mountainside Moonpies Corporation is currently in decline due to the swift advancement of telecommunication technology, an aging workforce, and minimal investment in knowledge management solutions. The company predicament consists of a very large workforce with high productivity expectations and minimal communication and knowledge support for both Technicians and Technician Supervisors. This causes rework, poor customer service, lower sales and revenue, and higher costs for resource training. Although top-down communication may be effective for Human Resources activities and organizational announcements, applicable knowledge must be directly communicated to front-line Technicians, preferably by a Supervisor, to improve productivity. The contribution of this Field Project will outline “how to” guidelines for identifying gaps, addressing roadblocks, prioritizing knowledge, and standardizing avenues for communication. The goal is to demonstrate how following these guidelines will improve technician productivity, resulting in bottom-line benefits. This Field Project will identify methods for “how to” improve technician productivity in the telecom industry by communicating knowledge based on an Mountainside Moonpies case study and industry research.
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Date
2008-05-16