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"A Bit About GE's SupportCentral
Don't be put off by the name. This is an extremely advanced social productivity platform.
They got started working on this in 1999. Think for a moment about how far you can get by working on a problem for eight years."
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We debate on ideal SM models occasionally -- people-centric, community-centric, discussion-centric, document-centric, process-centric, etc.
They had support for every one of these models -- seamlessly integrated. People can engage in any mode that makes sense to them. As one example, personal workspace content can be part of a community, discussion, process, etc.
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What really blew me away was their integration of process tools. Business processes can be defined by anyone, refined by anyone, instantiated by anyone, measured by anyone. As a result, they could count 50,000 different business processes that were captured on the platform in some form or another.
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The numbers are huge: 400,000 global users in 6,000+ locations around world, all working within a 100% web interface available in 20 languages (your user interface language is defined by your sign in permissions). The system gets over 25 million web hits a day, greater than employee usage of Google and Yahoo combined. Users have created over 50,000 communities with over 100,000 experts signed up to answer questions and manage information; experts are GE workers with full-time jobs who use the system because it helps them do their job better.
Thousands of business processes have already been digitized in an internal world where knowledge and work processes are critical. Everything is behind the firewall except for ‘pinholes’ to external destinations which allow external vendors, suppliers and customers to collaborate on specific projects . There are 30,000 external users who come in through the firewall pinholes to participate in specific communities.
SupportCentral est l’environnement de collaboration de GE, démarré en 2000 et amélioré en continu (la plateforme est mise à jour toutes les 2 semaines).
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