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FROM Question
TO Answer
Given a particular kind of answers we provide, how can
we improve the quality, the cost, the cycle time, etc. of the process? Examples cited in
our cases illustrate this approach.
Lotus uses the following
classification:
1.Productivity of Frequently Asked
Questions
"My breaks don’t work, what should I
do?" or "Have we solved a similar problem before?"
The challenge is
to avoid to
reinvent the wheel, and hence to capture, document and distribute the knowledge. These knowledge
bases can vary from natural text to a formal knowledge representation which allows the
automation of certain tasks in expert systems.
2. Competency:
"Do we have a good article on this subject?"
The challenge is to enhance the discovery of critical information and training and to
distribute is among employees.
3.Responsiveness:
"Do my competitors have a new product, and what
is the impact on our business?" The challenge is to sense weak signals ant to respond
to the unexpected.
4.Innovation:
"Can you give me a new idea for a killer
application?"
The challenge is bringing employees together across the boundaries of
time and geography to brainstorm, share ideas, and co-create new products and services.
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