Km
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Background • • • •
KM project started in 2003 KM tool was decided in 2004 end ATG Primus was the vendor We bought 3 KM tools – Knowledge Center, Enterprise Search and Advisor • Off the shelf content from Right Answers • This presentation about Knowledge Center
Why Knowledge Management • Lack of common process for knowledge life cycle maintenance • Knowledge is kept at different locations in different formats • Variation in solutions given by different analysts • No standard way of identifying cause while solving an issue • High learning curve for new analysts • No method to capture tacit knowledge
KM Tool features • • • • • •
No content duplication Easy accessibility of most used content Smart Searching Natural Language Search Easy content upload to the KB Based on a KM methodology called Knowledge Centered Support (KCS)
Benefits • • • • • • •
Centralization of Knowledge Standardization of Knowledge Processes Consistency of service by analysts End user satisfaction Reduced Learning Curve for new analysts Decreased Handle Time Increased call resolution at L1
Success factors • Content – Content Quality – Usage
• Usage – Drive – Mandatory usage (also incentive for VIC)
KM project started in 2003 KM tool was decided in 2004 end ATG Primus was the vendor We bought 3 KM tools – Knowledge Center, Enterprise Search and Advisor • Off the shelf content from Right Answers • This presentation about Knowledge Center
Why Knowledge Management • Lack of common process for knowledge life cycle maintenance • Knowledge is kept at different locations in different formats • Variation in solutions given by different analysts • No standard way of identifying cause while solving an issue • High learning curve for new analysts • No method to capture tacit knowledge
KM Tool features • • • • • •
No content duplication Easy accessibility of most used content Smart Searching Natural Language Search Easy content upload to the KB Based on a KM methodology called Knowledge Centered Support (KCS)
Benefits • • • • • • •
Centralization of Knowledge Standardization of Knowledge Processes Consistency of service by analysts End user satisfaction Reduced Learning Curve for new analysts Decreased Handle Time Increased call resolution at L1
Success factors • Content – Content Quality – Usage
• Usage – Drive – Mandatory usage (also incentive for VIC)
