In his 1999 book Management Challenges for the 21 Century, Austrian-born American management consultant, professor, and author Peter Drucker wrote of the importance of "the coordination and exploitation of organizations' knowledge resources, in order to create benefit and competitive advantage." Today, businesses have embraced his point, demonstrating how maintaining and growing an organization's information to assist its employees and customers offer those benefits and advantage. As a practice, this collecting and sharing of information is referred to as knowledge management. Even prior to Drucker's observation, the Consortium for Service Innovation had already begun its work in 1992 on Knowledge-Centered Service (previously known as Knowledge-Centered Support) or KCS *. KCS is a method that focuses on organizational knowledge as a key asset that can benefit, among other things, customer service delivery.
Sep-16-2020, 21:50:22 GMT