Service and Delivery
Knowledge Element: Customer database
Definition of Knowledge Element:
Know how to use the customer database for new entries modifying entries. This involves customer work records, fault logs and service information.
A very brief summary of the Knowledge:
Non provided.
A summary of expert opinion:
The knowledge named 'Customer database' is considered to be very important.
In addition, the knowledge is thought to be slightly difficult to replace, it is mostly learned by study, and Between 7% and 30% of Group are Experts.
It is also specialised knowledge, and completely stable knowledge.
See Parameter table below for more detail.
Risk:
This knowledge element has a risk value of 4.68, whilst the average risk for the whole knowledge structure is 4.862. Consult the RISK page for more details.
The average risk of the prerequisite family of this knowledge node is 2.302 (adjusting for nodes with few members of the prerequisite family).
The average normalised prerequisite family risk of the whole map 2.122, whilst the average for the top ten percent family risk is 5.152.
Knowledge linked by learning dependency:
| System diagnostics | Qualify a service call | Customer liaison |
| Customer database | ||
|---|---|---|
| Access and search fault log | Add incident to fault log | |
Postrequisite knowledge implies that Customer database must be understood before for a person can gain a full understanding of the knowledge listed in the top row of the Linked Knowledge table.
Prerequisite knowledge (bottom row in the Linked Knowledge table), is knowledge that should be understood before a full understanding of Customer database is possible.
Each of the 2 prerequisite knowledge elements shown in the table is a leaf node. That means that each element has no further prerequisites.
Parameters assigned for Customer database.
| Identifier | Name | Value | Clarifier | Weight | Study Mean |
P1 |
Importance |
7.0 |
very important |
1.0 |
6.34 |
P2 |
Recovery |
2.0 |
slightly difficult to replace |
1.0 |
3.38 |
P3 |
Study-Exp |
1.0 |
mostly learned by study |
1.0 |
3.46 |
P4 |
Known By |
2.0 |
Between 7% and 30% of Group are Experts |
-1.0 |
2.80 |
P6 |
Specialised |
8.0 |
specialised knowledge |
1.0 |
5.05 |
P7 |
Stability |
9.0 |
completely stable knowledge |
-0.7 |
6.41 |
People Involved with Customer database:
| Person | Expert | Capable | Responsible | N S Jones | --- |
Yes |
--- |
E N Roberts | --- |
Yes |
--- |
S P Evans | Yes |
Yes |
--- |
|---|
Computed Similarity
The most similar node to Customer database is Connector signal applications.
The most dissimilar node to Customer database is Service Evaluation.
Computer generated Options for Action:
Options for Action are computer generated ideas for the development of a particular knowledge area that an analyst or manager may wish to consider. The options generated for Customer database are listed below.
Option Class is :- Preserving Knowledge
This option is :- The formal learning, documentation and integration of lessons during and on completion of work
This briefly involves :- Conduct a session to carry out a formal review of issues concerning the knowledge in question. The knowledge may be applied in several projects and lessons may be learned from any of them so the people invited to the review may have diverse backgrounds. Use the formal lessons learned approach but concentrate on the knowledge item rather than on a specific project.