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only from a call center, service channels, and it has not formed a unified platform yet.

In 2006, Lenovo changed each service divisions to build respective KM systems and integrated them into a KM platform of one system, at the same time, it support Lenovo call center, the repair stations of the whole country and the users visiting the website. Based on this Lenovo launched an e-Care service system in 2008, this system combined website, telephone call and service outlets together, and the answer accuracy of the intelligent robot gradually increased around 50%. When the internet service has gradually become a development trend, Lenovo once again became the leader of the industry.

An efficient management platform brings Lenovo’s knowledge documents over the years accumulated more opportunities, and also brings more value to repair engineers and users.

At present, Lenovo service KM platform has become a KM system facing call center and repair stations of the whole country and providing technical supports for its users. This system is connected with 800 hotlines and more than 600 call agents, and the information covers throughout the 1063 service outlets, and it supports nearly 6000 professional services engineers. It not only provides strong intellectual supports for each internal user but also opens for Lenovo users, and users can conveniently visit through Web enjoying more than 40000 pieces of quality documents.

1.2 The Innovation and Application of Wiki Spirit
It’s not difficult to use technology to build a KM platform, but it’s difficult to build a mechanism of sharing knowledge and a cultural atmosphere to share knowledge. A lot of people are not willing to share their knowledge which makes one more valuable with others. Wiki mode make a lot of people feel proud because of sharing knowledge, and the Baidu pattern and Wiki mode inspire Lenovo. In order to bring the KM platform into play, Lenovo apply Wiki technology to KM platform.
First of all, Lenovo has established a set of effective process making service engineers submit knowledge documents and sharing problems solved for customers at any time. When several people provide multiple solutions facing a problem, the solution integrated solutions g of several people together will have more value.
Secondly, Lenovo has established a set of incentive mechanism which gives material and spiritual incentive to people who make contribution to sharing and using knowledge according to the height of scores they achieved. For example, people scoring high can get some enviable title and these titles sometimes play a more important role than material incentives because everybody wants to be a leader in various areas. Lenovo sees the number of knowledge people shared as one of the important indexes for repair engineers’ promotion.
At last, Lenovo provides convenience for the staff in the application to make it easier to share their knowledge by only pushing one button on the webpage without other operations after solving the consumers’ problems. Since December, 2008 when the system was officially launched, it has already published more than 10 thousand pieces of knowledge documents.

2. The SWOT Analysis of Lenovo KM Strategy

A SWOT analysis has been done by considering the current situation and current KM strategy of Lenovo. The following refines the main strengths, weaknesse