Does Your Service Organization Have Knowledge Gaps?

By Sheila Brennan – September 25, 2012
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In most service organizations, knowledge acquisition starts at product launch or shortly beforehand, gradually increasing the "amount" and quality of knowledge and the ensuing ability to support customers and maintain the product. Because most of the learning is informal and happens through experience, the rate of learning depends on the organization's ability and efficiency in capturing and sharing experience and best practices.


About the author

Sheila Brennan

Program Manager - Aftermarket and Service StrategiesIDC Manufacturing Insights

Sheila Brennan examines key trends, technologies and best practices in intelligent service and warranty strategies, and how best in class companies use IT in aftermarket operations for competitive…


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