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Provide one example of how information technology could be used for each of the following steps of the knowledge management cycle to improve customer relationship management. (i) Create knowledge (ii) Capture knowledge

Provide one example of how information technology could be used for each of the following steps of the knowledge management cycle to improve customer relationship management. (i) Create knowledge (ii) Capture knowledge

Computer Networking: A Top-Down Approach (7th Edition)
Computer Networking: A Top-Down Approach (7th Edition)
7th Edition
ISBN:9780133594140
Author:James Kurose, Keith Ross
Publisher:James Kurose, Keith Ross
Chapter1: Computer Networks And The Internet
Section: Chapter Questions
Problem R1RQ: What is the difference between a host and an end system? List several different types of end...
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Provide one example of how information technology could be used for each of the following steps of the knowledge management cycle to improve customer relationship management.

(i) Create knowledge

(ii) Capture knowledge

displays with custom content about Boeing's global presence, featuring supplier information, economic impact, and corporate citizenship initiatives. Customers can drill down and see details by country and by global location. The highlight of the Collaboration Center is the One Boeing Wall, a display consisting of 18 Samsung 55-inch monitors. The Wall has audio and video conferencing capabilities as well as a multitouch capability that enables multiple customers to explore and cross-reference Boeing products and services at the same time. After a collaboration, documentation annotated on the Wall can be saved and sent to customers for follow-up. The same application supporting the One Boeing Wall also supports two multitouch interactive table displays that are located at opposite ends of the Collaboration Center. Each table contains two embedded 42-inch multitouch computers that feature object recognition. Boeing staffers and customers can place an object, such as carbon fibre or a product model, on these tables to obtain a deeper understanding of the object's capabilities. In the Centers' Horizon Theater, customers experience presentations, webcasts, and flight simulations. Customers can also engage in two-way video and audio conferences with remote participants such as Boeing executives or subject matter experts dispersed throughout the world. The Theater is an immersive environment with digital surround sound and three high-definition projection images on a 180-degrec curved screen. In the Theater, the visual and audio experience of a flight simulation is so realistic that Boeing installed steady bars for customers to balance themselves. Interestingly, as impressive, and state-of-the-art as the Collaboration Center is, Boeing does not think the Center will look the same in three years. The aerospace giant is already anticipating how augmented reality and virtual reality technologies will impact the firm's collaboration with its customers.
Transcribed Image Text:displays with custom content about Boeing's global presence, featuring supplier information, economic impact, and corporate citizenship initiatives. Customers can drill down and see details by country and by global location. The highlight of the Collaboration Center is the One Boeing Wall, a display consisting of 18 Samsung 55-inch monitors. The Wall has audio and video conferencing capabilities as well as a multitouch capability that enables multiple customers to explore and cross-reference Boeing products and services at the same time. After a collaboration, documentation annotated on the Wall can be saved and sent to customers for follow-up. The same application supporting the One Boeing Wall also supports two multitouch interactive table displays that are located at opposite ends of the Collaboration Center. Each table contains two embedded 42-inch multitouch computers that feature object recognition. Boeing staffers and customers can place an object, such as carbon fibre or a product model, on these tables to obtain a deeper understanding of the object's capabilities. In the Centers' Horizon Theater, customers experience presentations, webcasts, and flight simulations. Customers can also engage in two-way video and audio conferences with remote participants such as Boeing executives or subject matter experts dispersed throughout the world. The Theater is an immersive environment with digital surround sound and three high-definition projection images on a 180-degrec curved screen. In the Theater, the visual and audio experience of a flight simulation is so realistic that Boeing installed steady bars for customers to balance themselves. Interestingly, as impressive, and state-of-the-art as the Collaboration Center is, Boeing does not think the Center will look the same in three years. The aerospace giant is already anticipating how augmented reality and virtual reality technologies will impact the firm's collaboration with its customers.
The Boeing Company (www.boeing.com) is a U.S.-based multinational corporation that designs, manufactures, and sells airplanes, rotorcraft, rockets, and satellites globally. The company is the second-largest defence contractor in the world, behind Lockheed-Martin (www.lockheedmartin.com). Boeing designed its Collaboration Center in its Arlington, Virginia, regional headquarters to provide new ways of engaging with the company's global customers. The Center enables Boeing to present its capabilities in an immersive, visual environment that encourages close collaboration with its customers. Boeing's intent is to deliver a customer engagement experience unlike any that its customers have previously seen. In addition, the Center wants each customer to have a customized experience. The Center consists of 7,500 square feet of multi-use spaces. Customers first see a 27-by- 8 foot Entrance Feature. This large screen offers an audiovisual presentation of Boeing's diverse capabilities. The screen is composed of Christie MicroTiles. The tiles are modular, rear- projection cubes that can be placed to form a large vidco wall-stylc display. Customers are then greeted at the Welcome Wall. This 3-by-3 array of Samsung 55-inch multitouch displays communicates customized messaging and includes the objectives for the meeting, agenda details, and concierge features, which can include real-time flight arrival and departure information as well as a 100-year history of Boeing. A pair of Collaboration Rooms feature Cisco videoconferencing systems and 90-inch Sharp displays that include touch interfaces that create comfortable, flexible spaces that are ideal for effective collaboration. These rooms can be configured in different ways. Alternatively, they can be combined into one large working environment. Next to the Collaboration Rooms is the Launch Window, which offers sofa seating in front of a 90-inch interactive Sharp display screen. This screen can present three-dimensional content to showcase Boeing products and touch-enable simulations. The Global Presence Wall features a 3-by-3 array of Samsung 55-inch multitouch
Transcribed Image Text:The Boeing Company (www.boeing.com) is a U.S.-based multinational corporation that designs, manufactures, and sells airplanes, rotorcraft, rockets, and satellites globally. The company is the second-largest defence contractor in the world, behind Lockheed-Martin (www.lockheedmartin.com). Boeing designed its Collaboration Center in its Arlington, Virginia, regional headquarters to provide new ways of engaging with the company's global customers. The Center enables Boeing to present its capabilities in an immersive, visual environment that encourages close collaboration with its customers. Boeing's intent is to deliver a customer engagement experience unlike any that its customers have previously seen. In addition, the Center wants each customer to have a customized experience. The Center consists of 7,500 square feet of multi-use spaces. Customers first see a 27-by- 8 foot Entrance Feature. This large screen offers an audiovisual presentation of Boeing's diverse capabilities. The screen is composed of Christie MicroTiles. The tiles are modular, rear- projection cubes that can be placed to form a large vidco wall-stylc display. Customers are then greeted at the Welcome Wall. This 3-by-3 array of Samsung 55-inch multitouch displays communicates customized messaging and includes the objectives for the meeting, agenda details, and concierge features, which can include real-time flight arrival and departure information as well as a 100-year history of Boeing. A pair of Collaboration Rooms feature Cisco videoconferencing systems and 90-inch Sharp displays that include touch interfaces that create comfortable, flexible spaces that are ideal for effective collaboration. These rooms can be configured in different ways. Alternatively, they can be combined into one large working environment. Next to the Collaboration Rooms is the Launch Window, which offers sofa seating in front of a 90-inch interactive Sharp display screen. This screen can present three-dimensional content to showcase Boeing products and touch-enable simulations. The Global Presence Wall features a 3-by-3 array of Samsung 55-inch multitouch
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