Case Studies: Knowledge Management

LightPointe Communications

Situation

LightPointe manufactures Free Space Optics systems. These high speed laser-based transmission systems are used to move vast amounts of data through the air, avoiding the expense and time costs of dedicated optical or copper-based land lines.

This is new technology, and network designers had significant needs for information about how to apply it to their unique data communication requirements.

LightPointe staff were hearing the same questions again and again, and needed a way to get basic information out to their potential customers and current users.

Actions

Using an off-the-shelf knowledgebase solution, we worked with LightPointe Field and Technical Support staff to identify those concepts that were most difficult to understand, and those that were most commonly asked.

This information was placed in an intelligent knowledgebase system that adapted to the frequency and subject of user questions, bringing the most sought after information to the top of this multidimensional system.

ALARIS Medical Systems

Situation

As ALARIS developed increasingly powerful intelligent infusion systems for their hospital clients, the requirements for implementation and support of these systems changed. Each quantum leap in software capability ripples through the company's support and installation infrastructure, and affects multiple departments in their hospital customer's facilities.

Actions

In focused meetings with stakeholders from Marketing, Support, and Field Service, we developed a series of process maps to define the requirements for implementing the new software, and the accountable groups within the company or its customers for each required action. We also defined the training, documentation, and other tools necessary for them to complete their new tasks.