case study about knowledge management

Case Study: Darty is a leading retailer of home appliances and electronics in Europe with over 20,000 products, sales of 2.2 billion Euros (over $2.75 billion dollars) and 11,000 employees. Known for its after-sales service and fleet of distinctive service trucks, its customers know that when they purchase a product from Darty, the company will repair the product promptly if anything goes wrong. With seven call centers, 60 local repair centers, and 1,000 field technicians providing 1.3 million home repairs a year, this is a major undertaking. Over time, delivering after-sales support has become more expensive, more complex and more time consuming. Due to the complexity of consumer electronics, it now requires more technical knowledge and more of a focus on helping customers “help themselves.” For these reasons, the company kicked off a major knowledge management initiative 18 months ago to both streamline and improve the quality of service delivery – and cut costs. Questions: Write introduction about KM and KM system then answer the questions a) How Knowledge Management has improved the quality of service for the company? Give 3 reason. b) How KM system has helped boost agent and customer satisfaction? Give 3 reasons. c) Give 5 Suggestion for Darty? Write conclusion at the end. Total Marks = 10 marks OBJECTIVE To test students’ capabilities of understanding the current affairs of KM. EXPECTED OUTCOME Write the outcome of the analysis in not more than 1000 words. Page 2 of 2 SUBMISSION INFORMATION This assignment should be submitted on 26th April 2016. SPECIFIC INFORMATION This assignment should be done individually. MARKING CRITERIA Answer the objective of the assignment If the student does not have any citation and references, marks will be deducted. If the work exceeds the word count, marks will be deducted. If the students do not submit the assignment in class within the stated time, marks will be deducted. If the students do not submit on the day, the student will miss full mark. RULES AND REGULATIONS This is an INDIVIDUAL assignment. You must write within the stated work count. You are NOT allowed to copy and paste from articles or journals but may use the ideas. If someone cheats by using your work, you will be penalized. Font Style: Times New Roman Font Size: Heading (Bold) 14 Points Body (Regular) 12 Points Paragraph: 1.5 Spacing Plagiarism: 20-25% only Margins: Top 1 inch Bottom 1 inch Left 1.5 inch Right 1 inch