Knowledge management system (KMS) at Canon: The knowledge management system is a key role of knowledge creation, knowledge storage, knowledge sharing, and uses of knowledge. Canon contains the millions of U.S. customers and its products are digital cameras, printers, fax machines, calculators, copiers, and camcorders. It contains the support request rate 200,000 calls, 50,000 emails, and 1000 posts per month and also it has more than 500 employees to handle these contacts. Recently, Canon had the issues, because it does not have the central knowledge repository. So product data was distributed over CITS intranet, website, and knowledge system. Canon installed the Consona’s Knowledge-Driven Support (KDS) to address this issue. KDS incorporates the knowledge management using the case management software, which is type of Customer Relationship Management software. During first six month, the result that the system was in full consumption, the fraction of customer queries resolved with help of online without any phone calls, and it saved the time of agent by offering the better service to customers. Another measure is email escalation rate is dropped to 47 percent. So overall scores for customer satisfaction from 6.5 to 7.1.

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Chapter 11.4, Problem 2CTQ

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Knowledge management system (KMS) at Canon:

The knowledge management system is a key role of knowledge creation, knowledge storage, knowledge sharing, and uses of knowledge.

Canon contains the millions of U.S. customers and its products are digital cameras, printers, fax machines, calculators, copiers, and camcorders. It contains the support request rate 200,000 calls, 50,000 emails, and 1000 posts per month and also it has more than 500 employees to handle these contacts.

Recently, Canon had the issues, because it does not have the central knowledge repository. So product data was distributed over CITS intranet, website, and knowledge system.

Canon installed the Consona’s Knowledge-Driven Support (KDS) to address this issue.

KDS incorporates the knowledge management using the case management software, which is type of Customer Relationship Management software.

During first six month, the result that the system was in full consumption, the fraction of customer queries resolved with help of online without any phone calls, and it saved the time of agent by offering the better service to customers.

Another measure is email escalation rate is dropped to 47 percent. So overall scores for customer satisfaction from 6.5 to 7.1.

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