Service and Delivery

Knowledge Element: Customer Services

Definition of Knowledge Element:

Know how to liaise with customers and how to to deal with operational, service and fault situations.

A very brief summary of the Knowledge:

Customer service is central to business success. It can only work effectively if proper records are maintained so that, for instance, the service department knows the history of service for any customer. The services offered rely on a sound knowledge of a typical PC. New hardware must be installed correctly and correct software support such as drivers also installed correctly. PCs are often used by customers for several other tasks so configuration problems caused by customer changes are frequent.

A summary of expert opinion:

The knowledge named 'Customer Services' is considered to be very important.
In addition, the knowledge is thought to be very difficult to replace, it is learned with a study experience balance, and Less than 6% of the Group are Experts.
It is also specialised knowledge, and quite frequently changing knowledge.
See Parameter table below for more detail.

Risk:

This knowledge element has a risk value of 7.53, whilst the average risk for the whole knowledge structure is 4.862. Consult the RISK page for more details.

This knowledge is one of the higher risk items in the knowledge structure. Its risk value of 7.53, can be compared with the average risk for the highest ten percent of the knowledge, of 7.412 and the average risk for the whole map stated above.

The average risk of the prerequisite family of this knowledge node is 4.932 (adjusting for nodes with few members of the prerequisite family).

This figure for the average risk of the prerequisite family is in the top ten percent of high risk for this knowledge study.

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:

Postrequisite knowledge implies that Customer Services 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 Services is possible.

This node has a prerequisite family consiting of 50 nodes, including the direct prerequisite knowledge shown above.

Parameters assigned for Customer Services.

People Involved with Customer Services:

Computed Similarity

The most similar node to Customer Services is System configuration.

The most dissimilar node to Customer Services is Organise Accommodation.

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 Services are listed below.

Option Class is :- Staff development
This option is :- Work structure training such as an apprenticeship or work shadowing scheme
This briefly involves :- Although an apprenticeship or work shadow scheme can be seen as an inefficient staffing option, it remains the best way to pass on important and complex corporate knowledge. It can also be seen as a way to reduce the risk that such knowledge will be lost to an organisation.

Option Class is :- Preserving Knowledge
This option is :- The capture and publishing of the decision making process
This briefly involves :- The decision making process can embody knowledge, it can inform subsequent applications of that knowledge and it can record the justifications for the application of knowledge. Decisions can be broken down into a series of discrete choices at various stages of decision maturity.