Information Technologies
Information Management, Knowledge Management, and Organizations
It is common for manufacturers, system integrators and consultants to vary in their definition and approaches to implementing knowledge management systems. This is precisely what is happening with Frito Lay and Step Two. The intent of this essay is to assess how each defines knowledge management, including a comparison and contrast analysis of problems faced, solutions implemented and an assessment of how effective each is.
Defining Knowledge Management
The ability of systems and processes to integrate disparate, siloed sources of content, from sales data to manufacturing information, was primarily how Frito Lay defined knowledge management. The company could quickly equate the lack of knowledge management with lost sales. Included in their assessment was every potential knowledge management system or component, from large, complex and often partially integrated databases to the isolation of hard drives in key sales administrators' laptops and PCs. Experiencing a massive duplication of efforts in serving their sales force with information, Frito Lay defined knowledge management first by the pain of lost sales and profits from not serving their sales force effectively as they could. Second, Frito Lay realized that the disconnected nature of their knowledge management systems was also making it more difficult to serve their customers and keep remote channel sales reps and partners informed. Frito Lay also learned that knowledge management could significantly improve the execution of their sales rep service processes and also create more efficiency in selling.
For StepTwo, their definition of Knowledge Management as it related to Frito Lay was in getting the most accurate and up-to-date information to contact center and call center representatives...
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