Not support specific, but introduces the readers to the concepts of systems thinking and the fact that no action is ever isolated. These concepts are particularly valid in a customer support environment where the interactions inside the organization as well as with adjacent organizations within the company and outside of it create many opportunities for failure and conflict.

This very small book provides an excellent review of the basics of knowledge management and the way they are applied with Japanese companies. Especially important is the distinction and interplay between explicit knowledge and tacit knowledge which the author explains very well. Sadly the examples are lacking and do little to illustrate the points.