Inga Swanson was one of the first employees Dwight and Ike hired. She runs the customer relations department and now the online returns and rewards programs as well. Recently she has gone to Dwight and Ike with the idea that her commitments to the webstore are getting so demanding that she needs help in several areas. She wants to hire people to take over the customer relations department and online returns, so she can move into a marketing role and focus on the webstore. She thinks that Dwight and Ike should consider this move for two important reasons: a) better decision making and b) should anything happen to her, the whole online and customer relations departments would shut down. Ike and Dwight agreed immediately, however the problem that Dwight identified was how would the transition work with all that knowledge in Inga's head and all the tools she uses to measure/monitor her current responsibilities? How can we make good decisions without Inga's knowledge?

All the information provided is above and below.

1. How can you capture, collect and storeknowledge for the company?
2. How will these actions affect performance in the company?
3. How do you go about collectingknowledge from Inge?
4. How will the knowledge affect the hiring decisions for the new departments or teams?
5. How could it affect Inge's new role?