Emerald Group Publishing Limited
Copyright © 2000, MCB UP Limited
Xerox Europe was awarded Best Knowledge Management Project in the Information Management '99 Awards. The award, for Xerox' Eureka initiative, was presented at the end of 1999, for the innovative application of KM based on the concept of sharing knowledge through the collaborative assembly of a searchable database of tips and best practice. Eureka enhances customer service by increasing Xerox service teams' ability to diagnose, solve and prevent equipment problems in the field all over the world. Eureka is a self-sustaining system requiring no outside reporters, editors or reviewers to gather tips and manage the database. The roll-out of Eureka has led to:
10 per cent cost savings in parts and engineers' time;
5 per cent reduction in the length of repair time when Eureka is used to diagnose a problem;
environmental benefits such as a reduction in customer visits and therefore vehicle emissions.
Xerox is currently working on new areas of application for Eureka - in areas such as control of inventory, supporting staff in call centres, feeding back tips into manufacturing as part of quality improvement, etc.