GE healthcare : improving the knowledge management system / Saurabh Bhattacharya, Arpita Agnihotri.

Format:

Book

Author/Creator:

Bhattacharya, Saurabh, author.

Agnihotri, Arpita, author.

Series:

SAGE Business cases.

SAGE Business cases

Language:

English

Subjects (All):

Product management--Case studies.

Product management.

Business planning--Case studies.

Business planning.

Health services administration--Case studies.

Health services administration.

Physical Description:

1 online resource.

Place of Publication:

London : SAGE Publications: SAGE Business Cases Originals, 2024.

Summary:

This case explains how GE Healthcare implemented its knowledge management system (KMS) by allying with Lighthouse and TTEC. Since implementing the Lighthouse KMS, GE Healthcare's call center recruits reached their goals for quality assurance (QA) and averaged a handle time (AHT) of queries in less than 90 days, which previously took them six months. GE Healthcare wants to improve the KMS further. According to GE Healthcare, moving from being bad to good was difficult, but the company wants to be great. How can GE Healthcare further improve its KMS? Can sharing tacit knowledge, that is, knowledge held with employees and not explicitly available on any database, help? If so, how can GE Healthcare incentivize employees to share tacit knowledge? The case encourages students to explore knowledge management strategies that a firm can take. It also helps students examine ways to encourage employees to share knowledge.

Notes:

Description based on XML content.

ISBN:

1-0719-2059-6

9781071920596

OCLC:

1417358516