Knowledge Management

A fast Primer

Knowledge Office - Introduction

• The Secret Sauce• Knowledge Management (KM)• Knowledge – The New Oil• Current State of KM• Investment in KM• The Knowledge Office• Knowledge Processes• Benefits

Putting Organizational Knowledge Assets to Work

“Proactive & Systematic push and pull of Knowledge from SMEs to end user in the form of Knowledge Articles and Decision Trees designed to reduce cost across the chain and shorten

total time to resolution”

Secret Sauce

Provides self-learning Knowledge Bases and end-to-end processes to provision the end user.

Applies Lean and Continuous Improvement to Knowledge to push knowledge up the chain from the Subject Matter Experts to the end user and send knowledge requests back down.

Knowledge Office Summary

Wealth – Where does it come from?

Knowledge Is the New Oil

• Intangible Assets account for 80% of the market value of the S&P 500 companies

• Knowledge is a key business differentiator

(Adams & Oleksak

Knowledge ManagementKnowledge Management (KM) comprises of a range of strategies and practices used in an organization to identify, create, represent, distribute, and enable adoption of insights and experiences. Such insights and experiences comprise knowledge, either embodied in individuals or embedded in organizational processes or practice.

DATA INFO

KNOWLEDGE DECISION ACTION

EXPERIENCE

Adapted from Nick Milton Knoco

A Brief History of KM – The last 2000 Years

Knowledge Management TodayKM is a mature and robust discipline

• Academic Maturity– Master’s and PhD programs– Peer-reviewed Journals– Interlocking Disciplines

• Business Maturity– Adoption by many industry leaders– Director and CKO positions– Guru & Research support

• Primary Development Areas– Collaboration and Innovation– Communities of Practice– Intellectual Capital

Knowledge Management & Data Analytics

Investment in Knowledge Management

Detailed analytics to improve system

System wide access to same knowledge

database

User feedback process

The Knowledge Office

• The Knowledge Office is located at the crossroads of all the operational groups and corporate support services

• Knowledge Office Staffing Plan (Roles)

– Technical Writing/ Content Management• Decision Trees• Documentation Templates• Knowledge Base Articles• Instruction Sheets

– Business Intelligence & Analytics• Metrics & Analytics• Graphical Representation of Data

– Statistics & Lean Analysis• Deep Dive analysis• Hypothesis tests

– Research• Product data• Market information

Typical Knowledge Office Structure & Roles

• Early detection and rapid response by Knowledge Office to CC deviation or anomalies

• More NFF, L1, and CRU conditions caught at CC, saving logistics cost

• Immediate signal for scenarios/conditions that the net has missed at the CC

• Direct learning loop back to Call Center to increase capture rate

• Direct measurements of deflection failure at CC and Hub

• Drives ongoing improvement and learning back up the chain

• Forensic analysis that uncovers CRU opportunities

• Any abnormal-end condition reached without a routing plan

• Any fault or inconsistency in the decision tree

• Situations where agents are unable to locate knowledge artifacts that match

• No Fault Found or L1/CRU conditions that should have been captured at the call center

• Any situation that requires a new or modified decision tree, Work instruction, etc…

• Any No Fault Found or L1 diagnosis

• Any L2 scenario which is viable for a hub solution

Hub Locations

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Call-Center Example

Call Center Depot Locations