Knowledge management involves gathering and distribution of knowledge for effective use in the organization. To surveillance Security System Company, knowledge management is a process through which customers get information about the product offered and the company acquire information about the customers’ needs. The information obtained thereof is used to enhance the quality of services offered by the company to obtain customer satisfaction. Knowledge management involves collecting objective knowledge from the company website which gives insights on the customer needs, demand and service requirement. It also involves dissemination of pertinent information about the company, its products and services as well as transactions to the target customers.
The knowledge management process involves creation, storage, sharing and usage of knowledge. At the knowledge creation level in SSS Company, photos of the products are taken and company policies and customer agreements are formulated. At the storage level, a website is developed where all this data is posted and stored awaiting access by the customers. This information is shared to the customers through the internet or via phones. Clients who have knowledge about the company products and services can use it to make orders to the company for required products. The data about the customer orders is used by the company to know what and by who the product and services are demanded. The company through its personnel organizes for payment and delivery of products to the customer as ordered.
There are several challenges in managing knowledge in SSS Company. The company requires credit card details for the payments of products and services but the clients feel less secure in providing it. Determining the sequence in which customer orders will be processed is also challenging since some clients requires to be served with urgency else they become less motivated.
