TAILIEUCHUNG - Sample Solutions as First Step to Knowledge Management A Case Study

This thesis is submitted to the School of Engineering at Blekinge Institute of Technology in partial fulfillment of the requirements for the degree of Master of Science in Software Engineering. The thesis is equivalent to 20 weeks of full time studies. | Master Thesis Software Engineering Thesis no: MSE-2007-11 April 2007 Sample Solutions as First Step to Knowledge Management A Case Study Jan Dielewicz School of Engineering Blekinge Institute of Technology Box 520 SE – 372 25 Ronneby Sweden This thesis is submitted to the School of Engineering at Blekinge Institute of Technology in partial fulfillment of the requirements for the degree of Master of Science in Software Engineering. The thesis is equivalent to 20 weeks of full time studies. Contact Information: Author: Jan Dielewicz Address: Am Fördewald 27, 24944 Flensburg, Germany E-mail: jan@ University advisor: Conny Johansson Department of Systems and Software Engineering School of Engineering Internet: Blekinge Institute of Technology Phone: +46 457 38 50 00 Box 520 Fax: + 46 457 271 25 SE – 372 25 Ronneby Sweden ABSTRACT Knowledge Management and Customer Care are regarded to be able to strengthen the competitive capability of a company. Knowledge Management is supposed to increase the innovative power for problem solving whereas Customer Relationship Management is supposed to increase the customer satisfaction and thereby the customer loyalty. This case study followed a mixed approach to combine aspects from the Knowledge Management and the Customer Relationship Management. Matter of this study was a small-size organization that had a demand for a ticket system for the 2 nd and 3 rd level support as part of their customer service. Because of an increasing volume of incoming requests, it was necessary to change the system from e-mail clients to a ticket system. Additionally, the company wanted to assure that all agents are able to process all types of requests in order to keep up good service quality even if the experts are not available. For this reason, the concept of this study was not only to introduce a ticket system, but also to implement a Knowledge Base storing the knowledge how to solve the requests in shape of sample .

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