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Theses/Dissertations

2009

Management

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Full-Text Articles in Library and Information Science

Assessing The Collaborative Knowledge Management Of The Market Dominant Organization, Jacob Olusola Ogunlade Jan 2009

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 Jan 2009

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 …