KM for Product Support Management

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KM for Product Support Management

• Soft-AID, Pune

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Tough Times

• There is a constant demand for product
  improvisation on the feedback from service and
  maintenance.
• There is almost a convergence of Products and
  Services.
• Tough competition due to large number of players
  in the market.

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Challenges in Product Support Management

• Demanding Customers.
• Diverse Geographical locations of the customers
  service engineers.
• Attrition of Service Engineers.
• Lack of communication between Experts and
  Novices.
• Inadequate interaction between RD, production
  and maintenance.

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Dilemma
Still ..

• Despite of standardization there are still many
  undocumented defects.
• The propensity of knowledge in the service staff
  is not very efficient.
• Service staff response is not very consistent.

You have ..

• Various systems are computerized for fault
  recording and maintenance etc.
• Engineers are trained periodically on new
  problems and issues.

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The solution

• Knowledge Management !

Libsuite KM helps you in creating a Knowledge
Management Infrastructure ..
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What is Knowledge Management ?
Knowledge Management is process of identifying
where knowledge lies in an organization,
collecting the knowledge in explicit (codified)
format, converting the tacit (inferred) knowledge
in explicit format and disseminate the knowledge
in shortest possible time, keeping in view the
correctness and confidentiality of the knowledge.
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How Libsuite KM helps in implementing the
knowledge management process ?
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How Libsuite KM helps in implementing the
knowledge management process ?
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How Libsuite KM helps in implementing the
knowledge management process ?
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Knowledgebase Creation
Libsuite KM offers a FTP based upload publish
process to create a knowledgebase of following .

• Service Manuals
• Engineering Drawings
• Part Lists
• FAQs

• Known Defects
• Best Practices
• Peoples Directory
• Places Directory

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New best practices get defined through Libsuite
KM.
Best Practice is evolved for future
Administrator declare a best practice amongst the
views
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Correct knowledge in correct hands
How to control the confidentiality ?

• User Levels
• Type of Docs
• Accessibility Control

Who can be the users ?

• Service Staff
• Distributors
• Customers
• Vendors

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Dissemination of Information

• Search the database on various keywords and get
  all the information on a specific issue or
  defect.
• Explore information in an explorer mode.
• Hot and Latest uploads for quick references.
• Mail information to others who are not the
  members of the KM process.

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Benefits of KM process

• Prevent Knowledge Walk Outs.
• If a person is shifted from one department to
  another, he/she virtually walks away with almost
  all the knowledge with him/her.
• And if a person leaves the organization, the
  knowledge is lost for ever.

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Benefits of KM process

• 24x7x365 Response
• Since it is a hosted application you can offer
  the access to every stakeholder and hence offer a
  virtual 24x7x365 response.
• Increase customer satisfaction levels.

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Document the undocumented defects and solutions

• Know undocumented defects.
• Service engineers from all geographical locations
  would record all undocumented defect and their
  solutions.
• Author this information to share amongst other
  service engineers.

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Consistent Response

• Use KM as a continual training tool.
• Responses based on knowledgebank would always be
  consistent rather than based on individuals own
  opinion.
• Solutions can be enhanced continually.

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New Best Practices

• Involve experts from different departments to
  define new best practices.
• Involvement of RD, Production and Maintenance
  for defining a best practice would result in more
  comprehensive solutions.

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Better interaction between Experts and Novice

• Reduces the communication gap between an EXPERT
  a NOVICE in an organisation.
• Due to geographical locations, hierarchy in an
  organization, experts and novices hardly get any
  chance to interact and share knowledge .

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Convergence

• Organizational response based on skills and
  abilities rather than titles and hierarchies.
• Service and products are converging in the modern
  world and for any modern corporations viability
  will depend only upon the ability to remain
  flexible to these demands.

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Learn from Past Mistakes

• Gives ability to learn about past mistakes and
  avoid repetition of the same.
• Every individual and organisation learn from
  mistakes but a successful organisation are those
  who do not repeat these mistakes.

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About Libsuite KM

• Libsuite KM is a 100 web enabled Knowledge
  Management software.
• Through various functionalities described earlier
  it helps you managing the knowledge of a service
  department effectively.
• It works on Microsoft platform with MS SQL server
  7.0
• Visit www.libsuite.com for further details

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Thank you !
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