Knowledge Management
Initiative
C
-
H eXpert
What Is Knowledge Management?
Definition 1: A set of processes, organizational
structures, applications, and technologies
designed to formalize and integrate management
of an organization’s knowledge.
Definition 2: Knowledge management is
leveraging an enterprise’s intellectual assets for
competitive advantage.
Knowledge Management
Initiative
C
-
H eXpert
Mission Statement
To deliver a successful and measurable
implementation of knowledge management for
technical problem resolution
within the Cutler
-
Hammer Customer Global
Support centers
and,
ultimately, to our
customers
for
self
-
service.
(Original scope and knowledge domain)
Knowledge Management
Initiative
C
-
H eXpert
Objectives
•
Capture technical troubleshooting knowledge centrally to minimize risk
of loss; create single source of consistent, complete, and accurate
information
•
Leverage technical knowledge across all Customer Support functions
•
Improve technical training
•
Integrate with C
-
H e
-
commerce strategy for self
-
service (‘Tier Zero
Service Channels’)
Why?
•
Improve first call resolution; reduce call escalations
•
Call avoidance through customer self
-
service
•
Improve quality of information delivered
•
Improve
efficiency
of Cutler
-
Hammer Centers
•
Improve transfer of Knowledge assets
•
Experiential, Design, Manufacturing
Knowledge Management
Initiative
C
-
H eXpert
Benefits
•
Accessibility to accurate, consistent information from
any
location
•
Better response time
•
Additional resource allowing 24X7X365 self
-
service
•
Increase employee (CSR) satisfaction
•
Increase Customer Satisfaction!
Knowledge Management
Initiative
C
-
H eXpert
KM Strategies/Project Plan
•
Identify existing knowledge sources and knowledge gaps
•
Assign knowledge content managers (Architects) and resources
(Contributors)
•
Internal BETA roll
-
out (concept and content validation at selected
support centers)
-
current
•
Internal roll
-
out (all support centers, field sales offices, plants)
-
in
process
•
External roll
-
out to customers
-
4Q01
Why?
•
Slow and controlled deployment (1 year):
•
Minimize risk of failure
•
Create buy
-
in and acceptance
•
Ensure end
-
user value
•
Effective QA
Knowledge Management
Initiative
C
-
H eXpert
Roles
•
Knowledge ‘Users’
•
Everyone who uses the Web application to search for answers,
initially any support center staff member taking calls from
customers.
•
Knowledge ‘Contributors’
•
People assigned to capture useful solutions and submit them to
the knowledge base for eventual publication.
•
Knowledge ‘Architects’
•
People responsible for building and maintaining the knowledge
base. People who process contributions and approve them for
publication.
•
Knowledge ‘Publisher’
•
Person responsible for ‘optimizing’ the knowledge. A technical
writer who assures consistency, completeness, accuracy and
proper language format.
Knowledge Management
Initiative
C
-
H eXpert
Workflow
Outlook
Contributor
‘Raw’
Submissions
Contributor
1st Refinement
1st Validation
Architect
Validation
Research
1st Review
Publisher
Final Review
Final Format
Final Approval
Published
Knowledge!
Reviewer
2nd Review
Final Validation
Knowledge Management
Initiative
C
-
H eXpert
1Q01
•
Software
Upgrade
•
Expand
Contribution
Base (On
-
going)
•
Expand
Domains (On
-
going)
2Q01
•
Internal Roll
Out
•
Continued QA
•
Develop
Marketing Plan
•
Develop Full
Range Of
Metrics (Start)
•
KIM
(Knowledge
Infrastructure
Matrix)
3Q01
•
Execute
Marketing Plan
•
Develop Full
Range Of
Metrics
(Finish)
•
Integration
With CM
4Q01
•
External Roll
Out
•
Track External
Usage
•
Document
Benefits
Knowledge Management
Initiative
C
-
H eXpert
Critical Success Factors
•
Requires a
disciplined and systematic approach
to knowledge
collection.
•
Allocate
sufficient
personnel and computing
resources
.
•
Phased rollout to
leverage lessons learned
in previous stages.
•
Set and
communicate expectations
up
-
front. Communicate the
process thoroughly.
•
Track results and statistics for the Knowledge Management process.
Set
statistical
goals
(realistic)
. Monitor and evaluate progress
continuously.
•
Knowledge contribution must be fully integrated into the daily routine
of knowledge experts.
Management buy
-
in
and support are
essential.
•
Management should consider implementing
incentives
for
contributing, developing and using knowledge.
Knowledge Management
Initiative
C
-
H eXpert
Critical Success Factors
•
Carefully choose initial participants
for rollout and
secure
their
commitment
to the effort. Take into consideration: perceived need,
obtainable benefits, interest, and conflicting priorities.
•
Identify and carry through with appropriate
training
for each
participant.
•
Document
process and progress.
Communicate
outward.
•
Plan for post
-
production training needs (
mentoring/coaching
knowledge lab).
•
Reaffirm management support, as necessary.
•
Celebrate successes
. Recognize achievements.
Knowledge Management
Initiative
C
-
H eXpert
Best Practices & Lessons Learned
•
Define as a
‘Strategic Initiative’
aligned with overall business
objectives
•
Secure senior level
‘Champion’
•
Understand required
cultural change
(the KM is a change agent)
•
Secure
multi
-
level participant buy
-
in
(everyone is a potential
knowledge resource)
•
Management
•
Knowledge ‘Builders’
•
End
-
users
•
Identify available resources & be prepared to invest in the principle
cost:
TIME
.
Provide protected time
if at all possible
•
Define & document
processes, roles & responsibilities
Knowledge Management
Initiative
C
-
H eXpert
Best Practices & Lessons Learned
•
Set standards
for quality, content, format, language and enforce
standards
•
Communicate frequently
•
Mission and objectives (broadly)
•
Project strategy and plan
•
Timely updates
•
Follow through with action items and close the loop
•
Set and communicate
reasonable
‘Building’
expectations
. Set goals
and measure individual contributions
-
Don’t Punish
•
Provide continuous and consistent
training and mentoring
•
Provide formal and/or informal
incentives
-
use frequently and publicly
•
Celebrate successes
-
make it a part of your marketing plan
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