KM for the telecommunications industry

Characterized by fierce competition, defined by information and valued at a half-trillion dollars, the telecommunications industry is one place where the International Engineering Consortium sees the need for knowledge management.

This summer, they released a strategic analysis report on the topic. The report--authored by Thomas Housel of the Marshall School of Business at the University of Southern California and Sandra Horn, director of industry research at Oracle--includes case study examples of how AT&T, U.S. West, Stentor, Pacific Bell and Telecom Italia have made gains.

Among the report’s findings were that with KM, one telecom company was able to accomplish the sales-order process with a single service rep instead of the 12 service technicians previously required. Another case study revealed a call-center system increasing capacity by 39.7% after a knowledge audit.

Housel and Horn offer insights into how to shift from current paradigms and implement knowledge management initiatives, as well as offering case study examples and tools for identifying, nurturing and harvesting corporate knowledge.

More details as well as information on how to obtain the $995 report can be found at IEC’s website