Delivering Service Efficiency Through the Implementation of a Unified Global Information and Learning Strategy
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In 2008, Elekta launched its Global Information Management (GIM) project across its three core Business Areas in the UK, Sweden, and the U.S. for the development of structured XML information, managed …
In 2008, Elekta launched its Global Information Management (GIM) project across its three core Business Areas in the UK, Sweden, and the U.S. for the development of structured XML information, managed in a component content management system (CMS). Building on this infrastructure, we are implementing a unified global information and learning strategy that can deliver service efficiencies, such as faster troubleshooting, increases in correct fault isolation, and fewer errors in remove, replace, and check procedures.
Taking advantage of developments in CRM and Lifecycle Engineering projects enables us to integrate our information development processes in the engineering domain, where product reliability data and the knowledge and experience of our engineers can drive our information strategy. Using data from the field, we target our information delivery to meet specific information needs, where measurable results affect the bottom line.
Additionally, by collaborating and aligning strategies with Learning Development gives us the ability to deliver a blended, interrelated, rich and dynamic information experience, which includes topic-based product information, related knowledge base articles, short learning videos, social collaboration tools, and augmented reality applications for internal and external customers, service engineering and clinical staff, provides.
This presentation explores the route we took to implement our unified global information and learning strategy, how it now fits into our landscape of enterprise Service Information Systems, and how we can use it to deliver industry-leading service efficiency. We also look to the future – to the rise of mobile technology and how we may need to adjust our strategy to stay relevant – as it brings many challenges and opportunities.