Technical Service Organization's Knowledge Management Is The Overall Design

In knowledge economy times, knowledge is more important for the development of a modern corporation or organization than before. How to increase the operation efficiency and effectiveness of an organization, create more satisfied customers and continuously improve products via knowledge management are becoming very important topics for business management for organizations. In recent years, coming with High-tech revolution, the modern tech service sector was well developed and expanded dramatically in our economy. There are some corporations or organizations which only provide with their customers tech services appeared. We call this kind of organization "tech service provider". This paper targets to Microsoft Service Department a typical "tech service provider" and try to develop the knowledge management strategy, to design knowledge management framework and the supporting KMS. Through this research, we are trying to find the common practice of develop knowledge management for a "tech service provider"At first, the paper introduces some general concepts of knowledge management and knowledge management system. Then it briefly introduces the vision, strategies and business processes of Microsoft service department. Secondly, it analyzes the business requirements of knowledge management for Microsoft Service Department. Then, develop the KM strategy for the organization and design KM framework through the business requirements. Finally, the paper discusses some common practices of develop knowledge management for "tech services provider".