What Is Knowledge Management?

collardsdebonairManagement

Nov 6, 2013 (3 years and 11 months ago)

162 views

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