ABC Co. offers a wide range of well-designed and built home furnishing products at a competitive price to its customer. There are 1200 stores worldwide. ABC Co. unites thousands of co-workers and hundreds of companies with different owners around the world. The retail business is organized in a franchise system with 250 franchises and in 80 markets. ABC Co. uses a detailed product catalogue, set-up manuals, ordering booklet, troubleshooting and repair guide, training manuals to inform its dealers and franchises. All these documents are published in 5 different languages at a central location and distributed across the world. Typically, a new version is published every three months. ABC Co. spends 300 million annually on its documents publishing function. Document distribution matrix: Document Type Medium ABC Co. Employees Dealers and Franchises Customers Product catalogue Print and Electronic X X X Ordering booklet Print X X Set-up manuals Print X X X Troubleshooting guide Print X X Repair guide Print X X X Training manuals Electronic X X Customers are making unnecessary warranty claims because the documentation limits their ability to self-diagnose and solve problems. ABC Co.’s customer satisfaction rating and warranty claim resolution is 20% below industry average and 35% below its competitor. As a senior BA working for ABC Co., leadership has asked you to perform an initial analysis to identify issues and potential solutions and benefits. You must report to the executive committee consisting of senior management with answers to the following two questions. Question 1: Describe the problems created by this way of doing business? Question 2: What advances in knowledge management and artificial intelligence should be recommended to the executive committee? (Identify specific potential solutions and describe the associated benefits.)
ABC Co. offers a wide range of well-designed and built home furnishing products at a competitive price to its customer. There are 1200 stores worldwide. ABC Co. unites thousands of co-workers and hundreds of companies with different owners around the world. The retail business is organized in a franchise system with 250 franchises and in 80 markets.
ABC Co. uses a detailed product catalogue, set-up manuals, ordering booklet, troubleshooting and repair guide, training manuals to inform its dealers and franchises. All these documents are published in 5 different languages at a central location and distributed across the world. Typically, a new version is published every three months. ABC Co. spends 300 million annually on its documents publishing function.
Document distribution matrix:
|
Document Type |
Medium |
ABC Co. Employees |
Dealers and Franchises |
Customers |
|
Product catalogue |
Print and Electronic |
X |
X |
X |
|
Ordering booklet |
|
X |
X |
|
|
Set-up manuals |
|
X |
X |
X |
|
Troubleshooting guide |
|
X |
X |
|
|
Repair guide |
|
X |
X |
X |
|
Training manuals |
Electronic |
X |
X |
|
Customers are making unnecessary warranty claims because the documentation limits their ability to self-diagnose and solve problems. ABC Co.’s customer satisfaction rating and warranty claim resolution is 20% below industry average and 35% below its competitor.
As a senior BA working for ABC Co., leadership has asked you to perform an initial analysis to identify issues and potential solutions and benefits. You must report to the executive committee consisting of senior management with answers to the following two questions.
Question 1: Describe the problems created by this way of doing business?
Question 2: What advances in knowledge management and artificial intelligence should be recommended to the executive committee? (Identify specific potential solutions and describe the associated benefits.)
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