Knowledge is often scattered everywhere in an organization. Knowledge arises and is produced in departments and projects groups, and for individual purposes. It could be stored as documents on a server, on an employee’s computer, as well as in knowledge bases, or not stored at all. Usually the majority of documented knowledge is seldom used despite its benefit to many employees, customers, and partners. That’s because they can’t find it or don’t even know that it’s there. The benefits of reusing collective knowledge in an organization are huge. An organization can achieve operational efficiency and organizational learning, as well as drive innovation and product development. Achieving these benefits requires a corporate Knowledge Management strategy that supports a knowledge sharing culture and the building of a common knowledgebase.
A corporate Knowledge Management strategy to unify the organization
A corporate Knowledge Management strategy can help the organization to unify the process and workflow of capturing, structuring, reusing, and improving knowledge. Knowledge Management should be embedded into the culture of the organization, as a natural part of the day-to-day workflow. Everyone should be able to add value to the knowledge base.
At ComAround, we recommend the best-practice methodology Knowledge-Centered Service (KCS®). By adopting KCS® you will get the great benefits, much faster as you won’t have to invent a strategy of your own.
A common knowledgebase accessible to everyone
It’s probably nothing new to you, but I think it’s worth remembering that technology is an enabler for a strategy. Without the right technology, you won’t be able to realize the full potential of the benefits, despite having established a great strategy.
Knowledge Management software should support the corporate Knowledge Management strategy in every way. It’s difficult to get every employee onboard if the technology is difficult to use or doesn’t support the strategy. Perhaps they might think that the strategy isn’t so important if the Knowledge Management software lacks features? Easy-to-use technology aligned with the Knowledge Management strategy could help employees follow the strategy without even knowing it.
We recommend capturing and structuring collective knowledge in a central knowledgebase connected to the organization’s business software and webpages. Although everyone, including employees, customers, and partners should have access to the knowledgebase, not everyone should be able to see and access everything. Different people should be able to see different things, and be able to contribute knowledge by adding, flagging and/or improving the knowledge they have access to.
The benefits are huge
By establishing a corporate Knowledge Management strategy and implementing Knowledge Management software that supports this strategy, you will discover great benefits that will help you achieve your organization’s strategic goals. Successful Knowledge Management drives innovative ideas that result in competitive advantages and address internal inefficiencies in order to reduce costs and improve the quality of services.
The successful implementation of Knowledge Management provides accurate and relevant knowledge that is both findable and usable. This is crucial for ensuring that Artificial Intelligence (AI), Virtual Support Assistants (VCA), and chatbots are able to provide intelligent responses by learning, predicting, and surprising.
Knowledge Management becomes the foundation for the future success of an organization. If you don’t get Knowledge Management to work today, you will soon end up falling behind your competitors, since they now have Knowledge Management firmly in their grasp.
ComAround can help you
If you’re interested in achieving competitive advantages by establishing or reestablishing a corporate Knowledge Management strategy and implementing Knowledge Management software that really supports it, please get in touch.
Author of the blogg article: Therese Walve, ComAround, KCS Practices V6 certified.