Jane says that it was a waste of time, and Jill claims that she save 'hundreds of man hours' by reducing calls. Because the service industry lacks an agreed upon vocabulary, common processes, universal principals, and common metrics, it is almost impossible to test the validity of either Jill or Jane's hypothesis. Statements lack credibility because no one can be sure exactly what is being claimed, and because there are almost no common standards from company to company. Jill and Jane may be right or wrong, but chances are their experiences will not be very relevant for your organization. Installation's where a vendor claims to have a 'success' must be treated very cautiously because that vendor may view success very differently than you, and you may have a very different environment.
Most vendors have a long list of dissatisfied accounts.
KnowledgeFocus Overview KnowledgeFocus is a structured system for knowledge creation, production, and deployment in the service organization. Like the MRP system, technology is required, but the methodology does not dictate a particular brand of technology, rather, it specifies required features and functions. Its focus is on creating a methodology to harness content and measurably apply it to productivity and customer empowerment. It also focuses on defining and documenting itself so that it can be understood and shared within the service community. Six Basic Components of the Methodology 1.