Customer Service
The text below is copied from the automated report generating facility. In this case a node report has been generated for the knowledge node 'Customer Services. The text below is copied from the Knowledge Study Tool report window. The report consists of some of the data derived directly from the study, some data that has been computed from internal analytical functions and Options for Action (in this case 1 option has been generated) that are derived from a small Rule Based system within the tool. Note, the last item in the report warns the reader that much of the information has been derived by an automated system and therefore requires human inspection.
Node report for - Customer Services
Definition :- Know how to liaise with customers and how to to deal with operational, service and fault situations.
Summary :- 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.
Link :- Link not available.
| Risk Category | Moderate, member of top 10% high risk list |
|---|---|
| Knowledge Integration | High |
| Prerequisite knowledge size | 49% |
| Postrequisite knowledge size | 2% |
| Knowledge Name | % Overlap |
|---|---|
| Order processing | 14.2 |
| System Installation | 35.2 |
| Planning & Logistics | 2.72 |
| Option Class | Staff development |
|---|---|
| Option | Create a community of practice for this knowledge area |
| Description | This involves enabling and positively promoting communication and knowledge sharing amongst experts that may or may not be located near each other. An intranet based system is often used as a core element for a community of practice. |
One or more of the default risk weights have been changed by the user.
Therefore, this report has been produced to reflect the users definition of risk. The default values are 1 1 1 and -1 respectively
For this report, risk has been computed in the following way :-
(1.0*P1 + 1.0*P2 + 1.0*P3 + (10.0 - 1.0*P4) + 1.0*P6 + (7.0 - 0.7*P7)) / 5.7
Where P1 .. P8 are the numeric values for parameters
Please make sure that you intend to define risk using your own weights.
This report is assembled by an automated system and is intended as a guide to support management decision making. Implementing recommendations made in this report must be done at the users discretion and responsibility.