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Assessing The Collaborative Knowledge Management Of The Market Dominant Organization, Jacob Olusola Ogunlade
Assessing The Collaborative Knowledge Management Of The Market Dominant Organization, Jacob Olusola Ogunlade
Walden Dissertations and Doctoral Studies
Dominant firms enjoy economic strengths which enable them to compete effectively in relevant markets through the use of collaborative knowledge management (CKM). While the literature is replete with general guiding principles for companies to adopt successful business strategies, there is very limited empirical research on effectively using CKM to improve company performance and market domination. The purpose of this study was to evaluate strategies for information sharing by companies to achieve better operations management and control, a wider range of customers, and stronger competitive edge in the global economy. Epistemological foundation for the study was provided by the literature on …
Exploring Knowledge Loss In The Contact Center: Key Loss Areas, Contributing Factors, And Performance Metric Implications, Elizabeth M. Herman
Exploring Knowledge Loss In The Contact Center: Key Loss Areas, Contributing Factors, And Performance Metric Implications, Elizabeth M. Herman
Walden Dissertations and Doctoral Studies
Knowledge loss, or organizational forgetting, is often overlooked in knowledge management frameworks, yet it costs organizations money, personnel, efficiency, and customer service. The purpose of this mixed model case study was to understand, using a model of forgetting as the conceptual framework, where and why loss occurred and to examine performance implications. An inbound telephone contact center was studied because of prolific changes in that industry regarding knowledge complexity and performance. The researcher interviewed 20 participants, observed 63 calls, and reviewed 3 months of performance data including average handle time, first call resolution percentages, and time spent on after call …
A Fuzzy Hierarchical Decision Model And Its Application In Networking Datacenters And In Infrastructure Acquisitions And Design, Michael Khader
A Fuzzy Hierarchical Decision Model And Its Application In Networking Datacenters And In Infrastructure Acquisitions And Design, Michael Khader
Walden Dissertations and Doctoral Studies
According to several studies, an inordinate number of major business decisions to acquire, design, plan, and implement networking infrastructures fail. A networking infrastructure is a collaborative group of telecommunications systems providing services needed for a firm's operations and business growth. The analytical hierarchy process (AHP) is a well established decision-making process used to analyze decisions related to networking infrastructures. AHP is concerned with decomposing complex decisions into a set of factors and solutions. However, AHP has difficulties in handling uncertainty in decision information. This study addressed the research question of solutions to AHP deficiencies. The solutions were accomplished through the …