Support service for formalizing tacit knowledge and skilled know-how for electricity retail.
JEMCO | Visualization of Tacit Knowledge, Formalization of Explicit Knowledge, Support for Technology Transfer
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
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basic information
【Features】 - In-depth hearings with veterans to understand "why they make that judgment" - Organization of past failures and trouble cases - Transformation into practical knowledge by combining photos, videos, and data - Practical verification by younger employees and successors, along with a cycle of content improvement - Realization of codified knowledge that can be continuously utilized within the organization 【Our Strengths】 "Optimal solutions for solving management challenges!" We build business ecosystems and realize problem-solving in line with your management and on-site challenges by collaborating with the most suitable experts. We explore and introduce the best specialized consultants, advisors, and companies with solutions to the management challenges faced by businesses, supporting rapid and efficient resolution. We also assist in solving your challenges related to the codification of tacit knowledge in customer service within the electricity retail industry, in collaboration with optimal solution partners.
Price information
Price Information We will provide an individual estimate based on the relevant technologies and skills, number of participants, scope of interviews, content to be formalized, and implementation period. Price Range Negotiable Delivery Time Negotiable
Delivery Time
※We will propose the support content and schedule after confirming the relevant technologies and skills, skilled practitioners, existing standard documents and manuals, and issues related to technical inheritance.
Applications/Examples of results
- I want to leave behind know-how before veteran retirement. - I want to visualize experience, intuition, and tips. - I want to convey the judgment criteria of skilled workers to younger employees. - I want to extract knowledge that is not written in manuals. - I want to reduce the quality gap between skilled workers and younger employees. - I want to standardize decision-making during abnormal situations and troubles. - I want to utilize tacit knowledge for technical inheritance. - I don't know how to conduct interviews with specialized personnel. - It ends with just recording or transcribing. - I want to reflect tacit knowledge in standard documents and educational materials. - I want to accumulate specialized knowledge as an organizational asset. - I want to eliminate reliance on individuals and create a state where multiple people can respond.
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Company information
Optimal solutions for solving management challenges! A company that provides network business aimed at a business ecosystem. Together with the most suitable experts tailored to your management and on-site issues, we realize problem-solving. Developing a face-to-face platform business called 'exbridge' for the business ecosystem. We build a business network to support problem-solving in relation to the issues and management challenges faced by companies, in collaboration with specialized solution partners. We provide services through networks aimed at sustainable growth. Planning and managing seminars and events for building a business ecosystem.
