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I looked at the goals of Frito-Lay and RTA to evaluate their concept of knowledge management. Frito-Lay's goals were; to streamline knowledge, exploit customer specific data and foster team collaboration. RTA goals were improve service and information to customers, help new staff become familiar with RTA policy and procedures faster, reduce training cost, reduce the time customers are placed on hold, and reduce problems from escalating to the team leader, management level. Frito-Lay and RTA both came to the conceptual conclusion that they needed a system to create, store, quickly access, and share information throughout their organization...
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