Knowledge Management

The single largest asset of a service organization is the collective experience and expertise of its staff.  It is the need to access this expertise that compels customers to initiate a service request. The successful response to a service request depends upon the efficiency by which the appropriate knowledge can be transferred to the customer.

Like the oil under the sands of the Middle East, knowledge assets wait to be extracted, refined, and leveraged.  Effective knowledge management – the processes to capture, enhance and reuse an organization’s experience and expertise – offers the means to optimize service efficiency and maximize customer success through effective knowledge transfer. Whether through live assistance or self-services, knowledge is the fuel that drives service efficiency, innovation, and customer success.

The Need for Cost-Benefit Validation

Knowledge management appears to make good business sense and has led to many formal and informal knowledge management initiatives.  Informal knowledge management initiatives have largely been possible due to the minimal investment required to get started and make meaningful progress.   Formal projects often require more investment and the accompanying business justification.

Informal knowledge management initiatives are effective at leveraging common knowledge to address frequently asked questions, yet they are not capable of maximizing the return on knowledge assets.  As awareness of the power of harnessing intellectual assets grows and demands on knowledge resources increase, there must be a concerted effort to invest in the tools, technologies and people to achieve sustainable knowledge management activities.

For knowledge management to yield maximum benefit the organization must properly fund and support the initiative.  The lack of support is the primary reason for the failure of knowledge management projects.   Under funding of knowledge management initiatives is due in part to the difficulty in quantifying the tangible business impact from the efforts to capture and reuse content.

As knowledge management initiatives take hold and mature, it is essential to conduct a formal cost – benefit analysis to determine the proper level of investment for knowledge management and define the expected return on this investment. Continued success will come from efforts to enhance content creation processes, employ enhanced technologies and deliver tangible business value by leveraging knowledge assets. This research report introduces an approach to measure the return from knowledge management initiatives.  This research report introduces an approach to measuring the return from knowledge management initiatives and examines the following topics:

  • Knowledge Management Success Defined
  • Establishing Goals and Objectives
  • Measuring the Impact of Knowledge Management
  • Establishing Key Metrics
  • Tangible Benefits
  • The Impact of Knowledge Management on Organizational Transformation
  • Identifying High Value Opportunities
  • Investing in The Future
  • Transitioning from Reactive to Proactive Support

For More Information

Check out the report titled: Measuring the Return on Knowledge Management