Overview

This report includes specific examples of how certain telecom industries use knowledge management to increase profitability: one telecom's new sales order process enabled a single service representative to perform the same functions as 12 technicians; how another company's call-center systems (after an extensive knowledge audit) yielded a 39.7 percent increase in capacity and a cost savings of $1,285,607; and how yet another competitor improved its return on process (ROP) and return on knowledge (ROK) by 87 percent after implementing an intranet system combined with an automated workflow application.

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Author Information

Thomas J. Housel, PhD, is an academic program director and a clinical associate professor in the information and operations management department of the Marshall School of Business at the University of Southern California. He specializes in telecommunications, information technology, and knowledge-value measurement, and he teaches executive program, MBA, and undergraduate courses in these fields. Sandra C. Hom is the director of industry research at Oracle Corporation. She previously served in senior management positions at both Xing Technology and MESA Research and has written on business strategy and high-technology issues.

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