The new set up of call centers to a large facility needed quick, effective and efficient solution. The limitation of time and resources were challenging aspects of the project. The support needed to improve service and delivery of the information to the customers. There was a knowledge gap among staff for the RTA policies and procedures. The training was costly affair for the organization. The call handling duration was long. The escalation of team leaders and help desk was high.
Frito-Lay came up with the solution of developing knowledge management portal on the corporate intranet. A KM portal is a single point of access to multiple sources of information and provides personalized access and RTA came up with the solution of implement ion of knowledge Management System (KMS) for the RTA.
The needs of two organizations that seemed to be close to each other on the broader perspective were very different when one goes to details. Each company required knowledge management systems. However the knowledge existing within the organization was different and serving to different kinds of client needs. Frito Lay on one hand needed information to be analyzed and used for the internal use and purposes. The goal of Frito Lay team was to streamline knowledge, exploit customer-specific data and foster team collaboration. On the other hand the RTA required the information to be shared with customers on everyday basis due to the call center. This makes the job of RTA more challenging to respond within the time, effectively and efficiently. Each of the approach was effective with respect to the business needs and helped organization to manage its knowledge resources effectively to serve its customers and deliver value to the stakeholders.
There are different types of business applications listed on the Yahoo directory. These ranged from business management, business plans, charts,