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Case study Knowledge management

Students are assigned to do the following activities alone.

Case Study:

Darty is a leading retailer of home appliances and electronics in Europe with over 20,000 products, sales of 2.2 billion Euros (over $2.75 billion dollars) and 11,000 employees. Known for its after-sales service and fleet of distinctive service trucks, its customers know that when they purchase a product from Darty, the company will repair the product promptly if anything goes wrong. With seven call centers, 60 local repair centers, and 1,000 field technicians providing 1.3 million home repairs a year, this is a major undertaking.

Over time, delivering after-sales support has become more expensive, more complex and more time consuming. Due to the complexity of consumer electronics, it now requires more technical knowledge and more of a focus on helping customers “help themselves.” For these reasons, the company kicked off a major knowledge management initiative 18 months ago to both streamline and improve the quality of service delivery – and cut costs.

Questions:

a) How Knowledge Management has improved the quality of service for the company? Give 3 reason.

b) How KM system has helped boost agent and customer satisfaction? Give 3 reasons.

c) Give 5 Suggestion for Darty?

OBJECTIVE

 To test students’ capabilities of understanding the current affairs of KM.

Habilidades: Redação Comercial

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