Dee presented the certificate from the merchandise return and the register rejected it. The supervisor said the reason was that the system would not allow a gift card to be issued and a merchandise credit to be made at the same transaction. Not wanting to waste more time, Dee just paid with a credit card and left the store, ready to tell all her friends about the incidents. A knowledge management audit would have uncovered the fact that employees did not have the knowledge and information they needed to do their best. With the proper training the staff would have felt better about themselves and the customer would have walked away satisfied in a short amount of time instead of wasting precious time.
Knowledge management needs to be pervasive throughout the organization.
When the transactions went through the two steps did not work together. Stuhlman Management Consultants can help your company with assessment of your knowledge and information flow and help you answer of each of the above questions. We can test the information flow for your systems and talk to your staff to make sure they have the information and knowledge to be most effective in their jobs. By examining one information flow system, you can learn how to apply knowledge management to the procedures and to other information systems.