Dynamic Knowledge: Diagnosis and Customer Service

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Author(s): José G. Hernández (Metropolitan University, Venezuela), María J. García (Minimax Consultants C.A., Venezuela)and Gilberto J. Hernández (Minimax Consultantss C.A., Venezuela)
Copyright: 2012
Pages: 27
Source title: Service Science Research, Strategy and Innovation: Dynamic Knowledge Management Methods
Source Author(s)/Editor(s): N. Delener (Arcadia University, USA)
DOI: 10.4018/978-1-4666-0077-5.ch030

Keywords: Business & Management / Business Science Reference / Electronic Services & Service Science / Operations and Service Management

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Abstract

This chapter shows how to make an enterprise diagnosis and how, with the right tools, a better management of dynamic knowledge can be established. The chapter begins by examining the Logistic Model Based on Positions (LoMoBaP) and using the position of Customer Services Manager to perform an enterprise diagnosis. The results of this are then expressed through a Matrixes Of Weighing (MOW). The general objective of the chapter is to show how by making the diagnosis of a company through the Customer Services Manager, which is one of the positions of the Logistic Model Based on Positions, and expressing this diagnosis through Matrixes Of Weighing, a dynamic knowledge base that will allow the company an efficient knowledge management, specifically for the most important management aspects, is generated.

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