Strategies for Knowledge Management Success - PowerPoint PPT Presentation

Loading...

PPT – Strategies for Knowledge Management Success PowerPoint presentation | free to download - id: 6f0af6-MGIyM



Loading


The Adobe Flash plugin is needed to view this content

Get the plugin now

View by Category
About This Presentation
Title:

Strategies for Knowledge Management Success

Description:

Strategies for Knowledge Management Success ... Defines a vision of the future and the goals ... base Many knowledge contributors High quality of content ... – PowerPoint PPT presentation

Number of Views:44
Avg rating:3.0/5.0
Slides: 24
Provided by: dpe75
Learn more at: http://servicestrategies.com
Category:

less

Write a Comment
User Comments (0)
Transcript and Presenter's Notes

Title: Strategies for Knowledge Management Success


1
Strategies for Knowledge Management Success
  • SCP Best Practices Showcase
  • March 18, 2004

2
Agenda
  • Intentional Knowledge Management
  • Getting from here to there
  • Knowledge Workshop (Education)
  • Knowledge Certification (Accountability)
  • Counting the cost

3
Intentional Knowledge Management
  • Knowledge Management Truths
  • Knowledge is the product of the support center
  • Managing knowledge is not a nice to do thing
    but a need to do thing
  • Bandwidth to do knowledge work will be limited
  • It is critical to use that time wisely (all
    knowledge creation work must add value)
  • You have to have a plan

4
Knowledge Initiative Overview
  • Knowledge Initiative Vision
  • The core work of the support center is the
    capture and re-use of knowledge to promote
    achievement of the companys key goals.
  • Program Objectives
  • Drive business transformation from case-centered
    to knowledge-centered
  • Place focus on process change instead of tool
    implementation
  • Engage all levels of the Support organization
  • Increase the likelihood of a sustainable
    knowledge effort
  • Promote consistency in processes, content and
    standards
  • Provide a standard measure for groups wanting to
    share knowledge with customers
  • Provide accountability
  • Certify the processes and content quality
    independent of the tool

5
Knowledge Initiative Phases
  • Planning for the Initiative
  • Knowledge Champion appointed
  • Workshop attendance
  • Workshop deliverable completion
  • Initiative kick-off held
  • Workshop deliverables executed
  • Process and tool training provided to Center
    employees
  • Knowledge content building begins
  • Process and tool adoption
  • Regular use of knowledge base
  • Many knowledge contributors
  • High quality of content
  • Efficient review process
  • Continuous enhancement/ improvement
  • Rollout to customers
  • Maintenance to ensure up-to-date and relevant
    knowledge
  • Use of product and customer information gathered

6
What to Expect
  • Objectives
  • Process Changes
  • Cultural Changes
  • Business Transformation
  • Training

1-2 months
Go Live External
3-6 months
Customer Access Prep
1 2 Weeks
Assessment, Support Audit
Go Live Internal
Secondary Training
2-4 months
Knowledge Initiative Process 7-14 Months
Kick-off, PM Process Training, Build and Audit
30 60 Days
Deliverables
Pre-Workshop
7

Critical Success Factors
  • Management
  • Clearly understand and communicate the benefits
    eliminate/prevent misconceptions at the start
  • Making decisions based on business objectives,
    not just technology
  • Maintain a long-term perspective
  • Establish a supportive performance management
    system
  • Develop and sustain management buy-in and support
    at all levels
  • Workflow
  • Focused resources
  • Establish a cultural change
  • Integrate knowledge activities as part of the
    core workflow
  • Focus on quality the effort has to add value
  • Demonstrate and celebrate success

8
The Knowledge Workshop
  • Purpose
  • Educate our Knowledge leaders regarding
  • What we need to do
  • Why we need to do it
  • How we will do it
  • How to Measure Success
  • Who will do it
  • Provide focused time to develop plans
  • Audience
  • Support managers
  • Knowledge champions

9
Transforming the Business
  • Support strategies have evolved to improve
    customer service, employee satisfaction and
    company performance
  • Successful support strategies require effective
    development and transfer of useful knowledge
  • The knowledge solution becomes the point of
    leverage
  • Knowledge is the common denominator.
    Solutions
  • are the main unit of value for the
    organization.
  • Focusing on knowledge requires a fundamental
    change in how we work it requires a business
    transformation to be successful.

10
Knowledge Workshop Deliverables
  • Knowledge Strategy
  • Risks/Obstacles Action Plan
  • Process Flow Diagram
  • Resource Identification and Transition Plan
  • Stakeholder Analysis and Plan
  • Training Plan/Matrix
  • Knowledge Domain Analysis
  • Measurement Plan
  • Incentive Plan
  • Communication Plan
  • Implementation Plan
  • Next Steps Four-Week Action Plan

11
Workshop Deliverable Definitions
  • Knowledge Strategy Defines the vision, goals
    and objectives of the Knowledge Initiative (KI)
    for the organization.
  • Risks/Obstacles Defines what could go wrong and
    what obstacles may arise. It also outlines
    preventative actions for the risks and
    contingency plans in case something does go
    wrong.
  • Integrated Process Flow Defines how the KM
    process will be incorporated into current
    operating processes and procedures.
  • Resource Identification - Identifies who will
    fill the major knowledge worker roles and
    outlines the plan for transitioning their current
    responsibilities.
  • Stakeholder Analysis Identifies groups and
    individuals who will be impacted by the KI and
    the communication efforts required for each.

12
Workshop Deliverable Definitions
  • Training Plan - Defines what training will be
    conducted, who will attend and how it will be
    delivered.
  • Knowledge Domain Analysis Defines the plan of
    attack for building knowledge.
  • Measurement Plan Defines how the progress and
    success of the KI will be assessed.
  • Incentive Plan Outlines the incentives and
    rewards that may be used to promote buy-in to the
    business transformation being made.
  • Communication Plan Outlines initial
    communications for the KI.
  • Implementation Plan The plan detailing tasks,
    resources, milestones and deadlines for
    accomplishing the KI objectives.
  • Next Steps Action Plan The plan of activities
    for the next 4 weeks for the Knowledge Champion
    and support center manager.

13
Knowledge Strategy
  • Purpose
  • To define what the future will look like with a
    knowledge-centered support organization and how
    it supports achievement of your organizations
    strategic objectives.
  • Objectives
  • Ties Knowledge Management to strategic goals
  • Defines a vision of the future and the goals to
    be achieved
  • Serves as a basis for communicating the need for
    change
  • Provides a method for measuring success
  • Provides a basis for project planning

14
Knowledge Strategy
  • Knowledge Strategy Elements
  • Support Mission and Vision what Support is here
    to do and what it wants to achieve in the future
  • Vision where we want to go, what we want to be,
    what we want to achieve, what our future looks
    like
  • Strategic Objectives the specific results we
    plan to achieve through the Knowledge Initiative
    should be clearly linked to organizational goals
  • Benefits how achievement of the Knowledge
    Initiative vision and objectives will help us -
    both as an organization and as individuals
  • Key Performance Indicators what will tell us we
    are achieving our strategic objectives
  • Critical Processes major high-level activities
    that must be accomplished in order to achieve the
    strategic objective

15
Knowledge Domain Analysis
  • An analysis of the knowledge needs of the
    organization.
  • Includes
  • Assessing knowledge strength and weaknesses
  • Identifying where knowledge currently resides
  • Determine what knowledge needs to be built when
  • Assess criticality/impact
  • Volume of related cases
  • Complexity
  • Priority
  • Results in a plan of attack for building
    knowledge and making the most of your knowledge
    resources.
  • An on-going, continual process.

16
Knowledge Certification
  • Knowledge Initiative Vision
  • The core work of the support center is the
    capture and re-use of knowledge to promote
    achievement of the companys key goals.
  • Program Objectives
  • Drive business transformation from call-centered
    to knowledge-centered
  • Place focus on process change instead of tool
    implementation
  • Engage all levels of the Support organization
  • Increase the likelihood of a sustainable
    knowledge effort
  • Promote consistency in processes, content and
    standards
  • Provide a standard measure for groups wanting to
    share knowledge with customers
  • Provide accountability
  • Certify the processes and content quality
    independent of the tool

17
Knowledge Certification Process
  • Level I Certification
  • Foundation Building
  • Level II Certification
  • Internal Preparation
  • Level III Certification
  • Validation
  • Level IV Certification
  • - Maintenance

18
Knowledge Certification Process
  • Level I Certification Foundation Building
  • Objective To ensure that all Support Centers are
    fully prepared to succeed prior to formally
    launching the Knowledge Initiative
  • Certification Elements
  • Knowledge Champion appointed
  • Knowledge Workshop participation
  • Timely completion of Workshop deliverables
  • Weekly Status Report completion

19
Knowledge Certification Process
  • Level II Certification Internal Preparation
  • Objective To validate that the Support Center is
    fully prepared to begin using the new processes
    and tool successfully
  • Certification Elements
  • Knowledge Initiative Kickoff Meeting is held
  • All Knowledge Workshop deliverables are executed
  • Knowledge Training has been conducted for all
    Knowledge Workers
  • Successful completion of content quality audit

20
Knowledge Certification Process
  • Level III Certification Validation
  • Objective To validate the adoption of the new
    processes and tools by the Support Center and to
    verify that the effort can be sustained
  • Certification Elements
  • Successful completion of Knowledge Audit
  • Survey of users shows positive perception of
    tools processes
  • Knowledge work has positively impacted 1-2
    targeted support metrics

21
Knowledge Certification Process
  • Level III Certification Elements (cont)
  • Demonstrate that
  • Knowledge is flowing into the system from a
    variety of sources
  • Knowledge is being efficiently processed
  • Knowledge is being used by a large majority of
    the user population
  • Knowledge workers have dedicated time for
    knowledge work
  • Knowledge work is not isolated to a low of
    Support Center staff

22
Knowledge Certification Process
  • Level IV Certification Maintenance
  • Objective To ensure the knowledge content is
    continually evaluated and maintains a high level
    of quality and effectiveness.
  • Certification Elements
  • Successful completion of Knowledge Audit
  • Backlog of non-reviewed content meets standards

23
Questions?
  • Thank you!
About PowerShow.com