A Strategic Analysis of Knowledge Management and its Application to Telus Service Desk

TELUS is facing an increasingly competitive environment wherein they have determined that it is essential to prioritize operational efficiency, in order to facilitate investment in strategic assets. Within this context, the customer facing Client Solutions Assurance team is seeking to implement a new knowledge management system, in order to support best-in-class service, realize reduced costs and support future growth. In order to ensure this project is successful, it is vital that the true nature of knowledge management is understood, that common strategies and frameworks for development are investigated, and that applied best practices are reviewed. Leading researchers and application developers provide the insight needed to assess TELUS project work to date, and help identify key success factors. This strategic analysis investigates knowledge management theory and best practices in order to analyze the work done to date on project Athena, and demonstrates the huge potential upside to TELUS for creating a best-in-class knowledge management system.