You are on a job interview for a Knowledge Management based position. The interviewer, who is a Director of Strategy, mentions that the company wants to build a Knowledge Management team to achieve the benefits of implementing more of a knowledge focused strategy in the firm. The interviewer is looking for someone that knows how to manage a knowledge management project that introduces technology that will make a part of the organization operate more efficiently and smarter. The Director says the company is having trouble handling customer service issues (calls and emails about their products). He asks you to write a plan (three page, double spaced limit) on what you would do to fix the problem. In other words, what would be your plan to implement a technology based knowledge management project to help their customer service. Use class concepts in your answer.