This article, by Stan Malcolm, appeared in the August 99 Performance Improvement special edition on EPSS. It "..is the story of a recent project to support several customer service call centers that were being merged into one. Simultaneously, Customer Service Representatives (CSRs) were being asked to support a broader range of calls (i.e., various service plans, each with slightly different terms and conditions). As a case study, the project's evolution raises some issues critical to achieving the full potential of knowledge management in support of business performance." (1999-08-15)