The capture of historical lessons (HINDSIGHT) is of course fundamental to any knowledge management system
but what distinguishes the best deployments is the practical application of the lessons, and resulting innovations by front-line engineers in sufficient time to mitigate risks (FORESIGHT), and most importantly raising the level of awareness during projects to emergent opportunities and risks, and reacting accordingly (INSIGHT).

The Xerox system known as Eureka enables the maintenance engineers to input, share and search globally for relevant experience, seamlessly in the course of their daily work.

But despite the evident benefits and strong ownership by frontline engineers, the implementation was hard-won. It suffered from inconsistent management support across different territories and overran by several years before becoming truly embedded.

Now its 23,000 engineers around the world add product solutions into a database of more than 50,000 entries with the engineers adding to it daily, as more problems are solved, hence delivering an exceptional payback on the original investment.

Leading firms add more value for their customers, based on their own distinctive capabilities, expertise and innovative solutions. High-performance service demands the right expertise to be delivered at the point of need, quickly and consistently.

A powerful trend towards customer self-service and web-based trouble-shooting is driving the requirement for effective knowledge transfer, from end-to-end of the global supply chain. End-users demand instant access to best practice and have little patience for delays or bottlenecks.

Within major improvement programmes, often international in scope, any gaps in know-how will quickly give rise to risk. Insights into current initiatives within large multi-service organisations such as the UK NHS, to the specialist needs of international regulatory and scientific bodies, not forgetting utility, transport and IT support operations, have shaped KorteQ's practical offerings for this sector.

Effective knowledge transfer is a vital component which underpins process integrity and human performance within services organisations. We help clients to move beyond raw technology solutions and establish a culture whereby staff willingly participate, share insights, and focus on improving the customer experience.