Problem: The problem was Xerox’s Knowledge Management Systems. The employees were not commutating with each other well at all. The employees that were in the know how didn’t really have a good way to help the employees that didn’t know how to run or fix the program.
Solution: Eureka was the system that Xerox made that solved their problem. Eureka was a web-based application that employees could use to post solutions to the problems in the company. The Eureka system allowed any engineer to document and post solutions to any problems they faced instantly.
Benefits: Engineers were able to solve the problems a lot faster. Time is money and with the engineers fixing the problems a lot faster they were saving the Xerox a lot of money. Xerox saw a 10 percent reduction in labor and cost improvement in France. Xerox accumulated over 50,000 solutions in just a few years with 70 to 80 percent participation of engineers.
Difficulties: With it being a new program it took time to learn how to use and the employees didn’t want to take the time to learn it.
Lessons Learned: A great way to better your company in many ways is to have a good Knowledge Management System.
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