Problem with getting Xerox engineers to use a KM, The Solution, and Benefits

Problem: Xerox was trying to cut costs by figuring out a way to capture the knowledge of its senior engineers into a knowledge management system. With ever downsizing economy, xerox felt if the could install a KM which would then save on new hires, training, and improve on customer service. Another problem xerox had was, their engineers didn't fully want to cooperate with what was required from them to make the system work. The engineers felt with their already tight work schedules they didn't have the time.

Solution: Xerox figured if they let their engineers put their name on the solution for a particular problem it then became a professional peer process. Their engineers are proud of their solutions and they just wanted to be recognized for it. Once Xerox overcame this hurdle their KM system called "Eureka" was born. Eureka, allow service technicians to tap into knowledge sharing of all of Xerox's senior level engineers.

Benefits: This allow Xerox to save 10% in labor and cost improvement within the initial roll out. Their vast return on investments allowed Xerox to launch "Eureka" in Canada, Europe, and South America, with it supporting six different languages. Eureka, has prevented at least 300,000 redundant solutions. For example, a Brazilian engineer still couldn't solve a problem, despite using Eureka manuals. His only option was to replace the customer's machine-a $40,000 cost. But before he submitted his equipment order he decided to check Eureka one more time. A Canadian colleague had entered the solution he needed a few hours earlier. The fix was only a 90 cent part.