The knowledge of each individual has been recognized to be the source of an enterprise's power. Advanced enterprises that realize the importance of knowledge have been introducing knowledge management (KM). Using KM, they create new knowledge, accumulate it as organizational knowledge, transfer it, and deploy it, thereby transforming themselves into a so-called knowledge creating company leading the way in the 21st century. The introduction of information tools by itself does not lead to the achievement of real KM. Rather, the deployment of information technology is also very important to support effective KM.
Toshiba Knowledge Management Solutions
Precise analysis of the wealth of information that exists in multiple forms has become the most important key to rapid decision-making by corporate management. For this purpose, the knowledge and experience possessed by the organization and the individuals in it must be accumulated. The need for knowledge management (KM), which supports the creation of new knowledge, is increasing due to such sharing and analysis.
Precise analysis of the wealth of information that exists in multiple forms has become the most important key to rapid decision-making by corporate management. For this purpose, the knowledge and experience possessed by the organization and the individuals in it must be accumulated. The need for knowledge management (KM), which supports the creation of new knowledge, is increasing due to such sharing and analysis.
In response to these circumstances, Toshiba is offering KM solutions consisting of consulting, systems integration (SI) for both applications and platforms, and change management. These solutions are based on the concept that management strategies and information technology (IT) strategies have to be integrated from now on.
Platform for Community-Based Collaborative Knowledge Creation
Communication tools such as e-mail and bulletin boards are essential for sharing thoughts and ideas in a community such as a section-transverse project team in a company or a grassroots organization on the Internet. However, knowledge created through such communication is difficult to extract, organize, and maintain.
Communication tools such as e-mail and bulletin boards are essential for sharing thoughts and ideas in a community such as a section-transverse project team in a company or a grassroots organization on the Internet. However, knowledge created through such communication is difficult to extract, organize, and maintain.
We have therefore proposed a new knowledge management model for extracting knowledge from communication and stimulating communication by sharing knowledge. Using this model, we have developed a platform for community-based collaborative knowledge creation. A prototype system has been experimentally used in Toshiba. The experiment has verified that the model works effectively for community knowledge management.
Text Mining and Its Application
There has been increasing demand in recent years for automatic analysis of large quantities of text data such as salespeople's daily reports, questionnaires, and call center inquiries. Text mining is one of the natural language processing technologies that is attracting attention as a promising solution. To meet the above requirements, we have proposed a method of text mining based on information extraction, and developed a system for analysis of salespeople's daily reports to support decisiontabunn-making by sales managers using this method. It analyzes "best practice"cases and "missed opportunity"cases from daily reports of storefront management, as well as key success factors and unsuccessful factors from daily reports of business negotiation management.
There has been increasing demand in recent years for automatic analysis of large quantities of text data such as salespeople's daily reports, questionnaires, and call center inquiries. Text mining is one of the natural language processing technologies that is attracting attention as a promising solution. To meet the above requirements, we have proposed a method of text mining based on information extraction, and developed a system for analysis of salespeople's daily reports to support decisiontabunn-making by sales managers using this method. It analyzes "best practice"cases and "missed opportunity"cases from daily reports of storefront management, as well as key success factors and unsuccessful factors from daily reports of business negotiation management.
This system not only enables important information to be quickly accessed without the need to read large volumes of reports, but also makes daily reports a resource to support decision-making.
XML Processing Engine for Knowledge ManagementToshiba has developed an XML processing engine which manages and accumulates XML-based information in an organization. This engine can search and process XML data on-line at high speed. Individual analysis processes are automatically stored in this engine. These processes can be shared and reused by other users in an organization. Using this engine, various types of information-sharing and analysis systems, such as claim information, daily reports, and patents, can be efficiently developed.
Improvement of Help Desk Operation by Q&A Case Referencing
In help desk services, it is important to be able to promptly answer questions from customers. The accumulation of question and answer (Q&A) cases and efficient referencing of a database of such cases is an effective method of shortening the response time.
In help desk services, it is important to be able to promptly answer questions from customers. The accumulation of question and answer (Q&A) cases and efficient referencing of a database of such cases is an effective method of shortening the response time.
At the Toshiba Computer Information Service Center (Toshiba ISCTM), examples of Q&A cases are stored in a database and can be searched by natural language using a knowledge sharing system developed by the Toshiba R&D Center. The rate of retrieval of Q&A cases by the system is 23%. The response time to questions about operating systems has been shortened to about 38%.
Database Analysis System for VOC--Development and Application to Toshiba Customer Call Center
The increasing diversity of customer needs and their changing sense of values make it more important than ever that we conduct business activities based on the voice of the customer (VOC) to offer products and services truly achieving customer satisfaction. To do this, we have to ensure that the many customer views and requirements that come into the Toshiba Customer Call Center every day are quickly and efficiently shared throughout the Toshiba organization.
The increasing diversity of customer needs and their changing sense of values make it more important than ever that we conduct business activities based on the voice of the customer (VOC) to offer products and services truly achieving customer satisfaction. To do this, we have to ensure that the many customer views and requirements that come into the Toshiba Customer Call Center every day are quickly and efficiently shared throughout the Toshiba organization.
In response to this need, we have created the "Database Analysis System for VOC." This system has an automatic word search function that allows analysis of the 1,000 or more calls, the voices of our customers, that come into our call center every day. One particular advantage offered by the system is the ability to program it before the launch of a new product and then track customer evaluations of the product--including the negative comments that help us to make timely improvements.
Development of Knowledge and Information on Demand SystemWe have developed a practical knowledge and information on demand system. The goal of the system is to convert undocumented tacit knowledge into explicit knowledge. Experiments carried out in an actual office have demonstrated the feasibility of knowledge sharing.
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Pembahasan oleh saya:
Pandangan Toshiba terhadap KM:
KM itu sangat penting untuk semua perusahaan, karena dengan KM, perusahaan dapat membuat pengetahuan baru, mengakumulasinya sebagai pengetahuan organisasi, mentranfernya, dan menyebarkannya. Penyebaran TI juga sangat penting untuk mendukung efektifitas KM.
Knowledge management yang dilakukan oleh Toshiba:
- Penggunaan model KM yang baru untuk mengekstrak pengetahuan dan menstimulasi komunikasi dengan berbagi pengetahuan, dalam hal ini Toshiba mengembangkan sebuah platform untuk community-based collaborative knowledge creation .
- Text Mining Application, yang memungkinkan informasi penting dapat diakses dengan cepat tanpa perlu membaca banyak laporan, membuat laporan harian sebagai pendukung pengambilan keputusan.
- XML Processing Engine for Knowledge Management, yang menyimpan secara otomatis individual analysis processes, proses ini dapat dishare dan digunakan lagi oleh user lain di organisasi.
- knowledge sharing system developed by the Toshiba R&D Center, mesin pencari untuk mendapatkan contoh Q&A cases yang disimpan di database.
- Database Analysis System for VOC--Development and Application to Toshiba Customer Call Center.
- Development of Knowledge and Information on Demand System, untuk mengubah tacit knowledge yang tidak terdokumentasi menjadi explicit knowledge.
