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Challenges Faced by a Global Organization and Their KMS Implementation

Brenda Gross (Franklin University, USA)

EISBN13: 9798369309803|DOI: 10.4018/978-1-6684-5859-4.ch005

OnDemand Chapter PDF Download Download link provided immediately after order completion

Abstract

Worldwide Connectivity Solutions (WCS) is a global enterprise. The purpose of this teaching case study is to describe the process WCS followed in selecting and implementing Helpjuice as its knowledge management system (KMS). Helpjuice is an easy-to-use WCS that faced numerous challenges that impacted revenues, shareholder dividends, employee retention, and a workforce needing more experience and knowledge to complete assigned tasks. Lengthy connectivity outages have impacted emergency services, leading to record-high fines imposed by the FCC. To overcome these challenges, WCS established a team to analyze the affordability of implementing a knowledge management system (KMS). As a result of the analysis, the team recommended that WCS implement Helpjuice as their KMS. This teaching case study describes the affordability analysis, challenges, strengths, organizational culture, KMS implementation, audit process, and multicultural perspectives. Lastly, a list of discussion topics and questions is included.

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Challenges Faced by a Global Organization and Their KMS Implementation

Abstract