Project 4.5 Case Establish a Knowledge Base Submit your plan for turning the situation around. Page 69

The customer services department is often separated from the rest of the company, training and operating in a silo rather than as a company-wide service system. (The term silo is an idea that each department in an organization is independent from others and operates accordingly.) Management has determined that this situation is not in sync with identified customer service goals and strategies. You have been asked to serve on a task form, charged with developing a plan to turn the situation around.

Brainstorm with several students as many ideas as you can to improve this silo impression. After your group comes up with at least 2 ideas that have merit and address the problem, present your plan as part of a panel discussion. As an alternative, follow your instructors directions to join a group and use the instructor-designated paper. For example, 1 way is to establish a company wiki where all departments can contribute customer service knowledge and real-time lessons learned.