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Engagements |
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The principals of Inquire Incorporated have
delivered knowledge management consulting services
across many vertical markets. From high-tech
to highly regulated Inquire specializes in the
creation of sustainable knowledge management
practices under even the most unique circumstances.
Whether the aim is to improve customer service
or leverage existing expertise Inquire can provide
the necessary resources and expertise to make
knowledge management successful in your organization.
Brief descriptions of our past projects:
Education
Developed the taxonomy and supporting processes
for this leader in co-operative education on
the Eastern seaboard.
Finance
This high profile mutual fund and investment
bank used knowledge management to change the
way technical support was handled in their organization
and the President of Inquire helped them from
inception to delivery.
A California based vendor of home finance products
adopts our knowledge management recommendations
to improve customer support. By documenting
and organizing tacit knowledge, average handle
time is reduced significantly.
Located in the Mid-West and subject to a dramatic
increase in customer inquiries during the tax
season this organization needed a way to rapidly
transfer knowledge to new and temporary hires.
Through a knowledgebase and the continual maintenance
of its content agents can begin taking calls
within days instead of weeks.
Government
Deployed an integrated knowledge management
solution to the accounting support operation
of this 800,000-employee government corporation.
The project faced incredible cultural barriers
due to the collective bargaining agreement in
place at the time. However, the program was
ultimately adopted and thrives today.
Even Government Super-Computing laboratories
use knowledge management. With numerous repositories
of intellectual capital, our analysis helped
them implement processes and systems to quickly
search and maintain a vast body of quickly changing
knowledge.
Healthcare
When the largest manufacturer of digital imaging
equipment in the world changed their knowledge
management philosophy, we were there. From a
purely unstructured approach to a highly formatted
structured content methodology, all of which
was going to be situated under a new taxonomy.
After deciding to in-source technology support
for their research and development operation
this Pharmaceutical company knew they could
not perform the discovery piece by themselves.
By reviewing existing documentation and the
content contained within a number of "homegrown"
websites a single-source, high value repository
was created.
Retail
This F100 company and the second largest discount
retailer in America leveraged our expertise
when they decided to redesign their IT taxonomy.
Technology
Located in Dallas, Texas this premier provider
of IT services creates significant internal
returns, on multiple helpdesks, by using a knowledge
management approach conceived and implemented
by the principals of inquire incorporated.
With 80,000 employees and $20 billion in revenues,
this highly diversified DOD contractor had some
specialized needs. Their ability to deploy knowledge
management in a repeatable predictable method
was imperative. Again the partners of inquire
delivered from start to finish.
Telecom
In the wireless communications industry this
particular client leads the pack. With more
dollars devoted annually to customer service,
outsourcing seemed eminent. Inquire located
their subject matter experts, helped to create
a reusable body of procedural knowledge, agents
were now able to "answer the same call the same
way every time".
Utilities
In the call center for a "green" energy provider
agents were queued by geography regardless of
call volume. After adopting our recommendations
for improved knowledge sharing on the floor
the geographic distribution of calls ceased
and tremendous efficiencies were achieved.
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