Date of Award
8-2014
Document Type
Dissertation
Degree Name
Doctor of Education (EdD)
Department
Executive Leadership
First Supervisor
Jerry Willis
Second Supervisor
Cassandra H. Hyacinthe
Abstract
This qualitative case study focused on developing a better understanding of Consolidated Edison’s knowledge management/customer service information and communications, as well as practices that were implemented during Hurricane Sandy. The data collection and analysis procedure formed a gap analysis that resulted from a comparison of the actual knowledge management practices that were used and not used in Consolidated Edison’s customer response during the catastrophic event. Organizational practices of high-performing knowledge management companies were used to analyze and compare their practices to Consolidated Edison’s. Findings from the analysis resulted in the establishment of a Balanced Scorecard framework for recommended best practices and action steps with the potential to set new strategies and trajectories for the organization.
Recommended Citation
Riggs, Judith A., "Emergency Crisis Knowledge Management to Affect Customer Service Response" (2014). Education Doctoral. Paper 183.
https://fisherpub.sjf.edu/education_etd/183
Please note that the Recommended Citation provides general citation information and may not be appropriate for your discipline. To receive help in creating a citation based on your discipline, please visit http://libguides.sjfc.edu/citations.