Date of Award
Doctor of Education (EdD)
Cassandra H. Hyacinthe
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.
Riggs, Judith A., "Emergency Crisis Knowledge Management to Affect Customer Service Response" (2014). Education Doctoral. Paper 183.
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