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Conference Presentation

From Knowledge Hoarding to Solve-Once

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Many member companies are at various stages of driving a solve-once-deliver-many model. When we free our organization of rediscovering and repeating problems, we bring out the best results for our customers and for our employees. Along the way, we have to address changes in perspective. Why would an employee give up their personal knowledge to tribal knowledge – robbing them the power and prestige of being the one with the answers? Why would customers want to find their answers online instead of being spoon-fed by a friendly voice? How do we warn and condition our executives for the changes in metrics, which ensue – sometimes with counter-intuitive velocity when we look at traditional measures? What is “deflection?"

Avaya will share its approach as a kick start to this workout session where all the participants can share their insights and practices in a member-to-member collaboration.

Presented By:

Dan Pratt

Director, Strategy and Business Transformation, Avaya

Joey Fister

Senior Director, Global Support Services (GSS), Avaya

Linda Hartig

VP of Global Support Services (GSS), Avaya

Publish Date: October 21, 2014

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