1. 1 The Knowledge Flow In The Incident Management of An Energy Supply Company Diploma Thesis Outline Nina Lessiak October 22 nd, 2004

2. 2 Content The task Incentive The challenge of the analysis Exemplary information flows Outcome of the analysis of critical points General framework of future concept Measurements

3. 3 The Task Analysis of information flows in the incident management and normal operating within the power supply Central office 2 Network control stations 4 Handling Departements (branches) 3 Maintenance Departments From the information flow to the knowledge flow Potential Measurements

4. 4 Incentive Customer orientation Legal restrictions Process optimization Efficient incident management Information for early measurements Potential for cost reduction Efficient allocation of human resources

5. 5 Challenges of the Analysis Identify the relevant information Temporal information flow Only some parts of the information flows are standardised Different interviews with employees lead to different information Visualize the information flows Opposition/resistance of employees Outcome: Analysis of critical points

6. 6 Exemplary information flow within the normal operating

7. 7 Analysis of Critical Points The knowledge is allocated de-centrally Documentation is not standardised Lacks in the information flow Insufficient exchange of information Insufficient electronical documentation No central department for incidents Too many interfaces

8. 8 Conceptual Framework Goal: Knowledge for central power supply Classification (similar incidents) Cause analysis/diagnosis Efficient elimination of incidents Change of organisation structure: One central department for the incident management All information within the normal operating and incident management run together to the central department Every employee who coordinates incidents should receive all relevant information about the incident Unique technology solution for documentation Global-positioning system Exact localisation of incidents

9. 9 Measurements Standardised information flows Proposal for a complete documenation but without redundancies Standardised list of questions for calls from customers

10. 10 Thank‘s for your attention