Scribd
Upload
40 views

Knowledge Management System: Company. Our Mission Is To Continually Raise

The document discusses Amazon's mission to provide excellent customer experiences and empower businesses and creators. It identifies challenges around managing large data, privacy, security, and engagement. Tacit knowledge includes customer insights while explicit knowledge covers data management, privacy, security, and engagement tools. The BTOPP framework connects people and benefits. A knowledge management system is planned to improve decision making, communication, and profitability through feedback.

Uploaded by

Aspirant Ali
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
40 views

Knowledge Management System: Company. Our Mission Is To Continually Raise

The document discusses Amazon's mission to provide excellent customer experiences and empower businesses and creators. It identifies challenges around managing large data, privacy, security, and engagement. Tacit knowledge includes customer insights while explicit knowledge covers data management, privacy, security, and engagement tools. The BTOPP framework connects people and benefits. A knowledge management system is planned to improve decision making, communication, and profitability through feedback.

Uploaded by

Aspirant Ali
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
You are on page 1/ 8

KNOWLEDGE MANAGEMENT

SYSTEM
“We aim to be Earth's most customer centric
company. Our mission is to continually raise
the bar of the customer experience by using
the internet and technology to help consumers
find, discover and buy anything, and empower
businesses and content creators to maximize
their success”.
Organizational Problems
• There are several issues amazon facing now a few of them are: how to
manage and transform the huge data, staying up to the mark with
changing moods of the stakeholders, security, privacy, engaging active
consumers, and many more.
• Relevance, management, privacy and security, and engagement are the
KMS related problems. Selecting the right path to determine the quality
of business is also a concern, detecting the fraud and getting the right
customer’s feedback for the problems related to fraud is also a
problem.
Tacit and Explicit Knowledge

Tacit Knowledge Explicit Knowledge

 Insights and experience of the customers,  Relevance is the key, responding to the
stakeholders and management staff problems as they were asked is what makes
 Determining the thought process of customers easy to understand and satisfied.
consumers, business-owners and feedback  Data management comes under the umbrella of
tackling teams. explicit knowledge.
 Customer support team can be taught to  Privacy and Security are the two basic acts any
tackle the issues according to the competitive customer want.
criterion and distribute the knowledge to the  Engagement is the basic tool in this e-
concerned team. commerce arena
BTOPP Framework

• The BTOPP framework is quite beneficial in the sense that it will take the company
from the people to the benefit, it connects the people and benefit at the same
time for the company those two are priorities and this KM lifecycle is the best way
to become customer centric.
Planned KM System

• The support system or feedback system is a Knowledge Management System which


is planned for the chosen organization.
Nonaka-Takeuchi Model
Socialization Externalization
It is when customer shares its experience through When customer shared ideas and complaint about
ideas and mutual conversation. the products and services.
e.g., Customer called and customer service e.g., Customer called and CSR enquired the
representative listened to the customer all the way problem he is facing and after listening to that, CSR
and made him familiar with the products and launched the complaint and written the suggestion
listings. in the suggestions window, use of any software
application.

Internalization Combination
The team which is deployed on the customer The representative launched the complaint and
services of the company taken the suggestions and concerned team solved the complaint and forwarded the
modified the product according to the customer’s suggestion to the concerned team.
need.
Recommendations

•Knowledge management systems should be used to improve decision making process, being agile, and better
communication and profitability.

• The leading example is Ford- an automaking company, after the introduction and inclusion of knowledge
management system Ford has been benefitted with US$ 886 million and the value projected for the five years
is US$1.3 billion
• When the company fails to comply with the manufacturing standards that are set under the ISO and likewise
standards give birth to the ethical issues and can be held liable under legal obligations. Legal obligations are
set under different International treaties and covenants by the recommendations of MNCs.
Graphical Representation

eBPR Benefits in US$


$1,200

$1,000

$800

$600

$400

$200

$0
1995 1996 1997 1998 1999 2000 2001 2002

You might also like