Reference no: EM133146583

Xerox had a big problem with Knowledge Management in its organisation. There was a lack of communication between service engineers in particular, whose job it was to fix equipment issues for customers in the field. Although the engineers were coming up with highly effective and valuable solutions to equipment issues, these solutions were not being shared among its 24,000-strong customer service team. None of the engineers' solutions were documented in the training manuals, product documentation, or vendor updates. Engineers only had the scope to share their solutions with other members of their local office, which was limited to half a dozen employees. Essentially, they were frequently reinventing the wheel, and it was hindering productivity. In response to this roadblock, Xerox developed its own Knowledge Management solution called Eureka. Eureka was a professionally-accredited system of knowledge-sharing where engineers could document their solutions. The system allowed service engineers to attach their name to articles, which boosted their reputation among their peers, and encouraged more employees to take the time to share their knowledge. Eureka has prevented more than 300,000 redundant solutions being implemented, and boasts up to 80% participation from service engineers

1) What were the challenges faced by Xerox?

2) Knowledge Management solves Critical issues. Relate it with case Study

3) Relate this case with any other firm and explain how Knowledge Management solves the issues.