The Implementation Of 3M’s Knowledge Management

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The Implementation of 3M’s Knowledge Management System In the late 1990’s, 3M’s main objective was to become the most innovative company in the world. In order to be innovative in such a competitive industry would entail the effective use of a knowledge management (KM) system. During this time, they were making thousands of products related to adhesives, abrasives, laminates, fire protection, dental, medical, electronic materials, vehicle/transportation, optical film, safety, office products and more. (Brand 1998) One of the major challenges that they were trying to overcome was how their customer service departments were handling incoming calls. With all of the different types of products they were selling, it isn’t surprising that each 3M customer service agent in their six different call centers were taking an average of 52 calls per day! Management discovered that over 18% of calls needed to be escalated to their lab experts. This was taking a toll on their lab productivity and directly effecting sales. (Edwards, 2000) Moreover, customers didn’t feel that their needs were being met in a timely fashion, if at all. 3M realized that if they were going to remain competitive and be the leading innovative company in the global marketplace, they would need to implement an effective KM system. Their customer service departments needed a system that could be accessed and updated by all employees round the clock so they decided to take action. (Edwards, 2000) One can only imagine the frustration and counter productive behavior that may have been going on in their customer service department before the implementation of their new KM system… For example, a customer service representative (CSR) receives a phone call from a customer with a complicated question. The CSR spends almost twenty minutes searching for the answer using their current

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