Support service for formalizing tacit knowledge and skilled know-how for electricity retail.
Visualizing the "experience, intuition, and tips" of veteran power retailers. Extracting the reasons behind decisions and transforming them into usable knowledge for the organization.
In the electricity retail industry, the advanced judgment and experience of skilled operators are crucial for improving customer satisfaction and maintaining service quality. Particularly in handling complex inquiries and addressing irregular situations, there are many instances where manuals alone cannot suffice, necessitating reliance on the "experience, intuition, and tips" of veteran employees. However, this tacit knowledge is often difficult for the individuals to articulate, and there is a risk of losing it due to the retirement or transfer of veteran employees. Our service addresses these challenges by carefully extracting the tacit knowledge held by veteran employees through interviews and converting it into explicit knowledge that other employees can understand, utilize, and replicate. [Utilization Scenarios] - Standardizing judgment criteria for complex inquiries from customers - Rapid identification of causes and sharing of countermeasures during irregular situations - Efficient transmission of customer service skills to younger employees and successors - Prevention of knowledge leakage due to the retirement or transfer of veteran employees [Effects of Implementation] - Improvement and stabilization of customer service quality - Reduction in inquiry response time and acceleration of problem-solving - Efficiency in skill transmission and overall skill enhancement of the organization - Organizational utilization and inheritance of the insights of veteran employees
- Company：ジェムコ・コーオペレーションズ 本社
- Price：Other
