Analysis of Canon's Knowledge Management System and Customer Service

This report analyzes Canon's knowledge management system, focusing on the potential impact of an online knowledge management system on customer satisfaction and call volume. It discusses how an accessible online system could benefit Canon's customers by providing readily available information, potentially reducing the need for direct customer support interactions. The report also explores the implications if Canon's product lines were sold by different companies, examining how the knowledge delivery system (KDS) would need to adapt to manage customer knowledge and support across various product lines and potentially different company standards. The report further references academic sources to support the analysis of knowledge management systems and their impact on business operations.

Running head: - MANAGING INFORMATION SYSTEMS
MANAGING INFORMATION SYSTEMS
Name of the Student
Name of the University
Author Note

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Table of Contents
Question-1..................................................................................................................................2
Question-2..................................................................................................................................2
References..................................................................................................................................4

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Question-1
How could making a searchable knowledge management system accessible to Canon’s
customers online affect CITS’s call volume and customer satisfaction?
A knowledge management information system within the organization named Canon
can provision with a helping hand towards customer satisfaction. Canon is a very large
company that has millions of customers on a global level having a broad base of customer.
Similarly, such customers in a bulk can have a problem regarding any of the products that
have been sold to the customers through time. The system that exists within the organization
is a customer support service that will entertain the customers. However, executives might
feel a load after a time when getting confused with the handling of customers in bulk (Wang
& Wang, 2016). Hence, an accessible online knowledge management system will help the
customers of Canon to lodge their help along with the entire details. As a reason, the
customers will feel satisfied with the provision and the help afterwards. On the other hand,
the customer support will have a reduced amount of call volume and in no time with no such
calls.
Question-2
How would the need for a system such as KDS change if each of Canon’s product lines
(including cameras and printers) was sold by a different company?
The knowledge delivery system is a system that will provision all the customers with
all the knowledge that might be needed by the customer at certain point of time in reference
to any of the products brought from the company.
Hence, if a different company sells the product line of Canon then the knowledge
delivery system (KDS) will have a huge transition in terms of all the customers and the base

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of the customer together. The type and individually each of the customers will change (Cao,
2015). In addition to this, the KDS will be built in abidance to a different set of company
norms and rules as well as regulations. The knowledge management system will provision the
customers with newer answers to the same problems.

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References
Cao, L. (2015). Actionable knowledge discovery and delivery. In Metasynthetic computing
and engineering of complex systems (pp. 287-312). Springer, London.
Wang, Y. M., & Wang, Y. C. (2016). Determinants of firms' knowledge management system
implementation: An empirical study. Computers in Human behavior, 64, 829-842.