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Unit 13: Knowledge Management

 Organisational learning Notes
 Organisational innovation
 Intellectual capital
 Strategy management

 Organisational impact
 Systems thinking Artificial intelligence/Expert systems
 Knowledge inertia
Knowledge based systems includes all those organisational information technology applications
that may prove helpful for managing the knowledge assets of an organisation, such as Expert
systems, rule-based systems, groupware, and database management systems.

Now let us discuss some benefits of Knowledge Management.
In today’s business world, knowledge is the single most important competitive advantage.
Especially for the service and support organisation, the benefits of knowledge management
systems for organisations are clear: more satisfied and loyal customers, higher efficiency, and
better insights for improving products and services. Knowledge management is the new
imperative for the service and support organisation. Benefits of Knowledge Management are
discussed below.

 Identifying the Benefits of Knowledge For Service And Support Organisations: Service
and support organisations are under unprecedented pressure. Products and services become
ever more complex. Customer expectations continually increase. And budgets have never
been tighter.
Yet, in the face of these challenges, inefficiencies pervade the service and support market.
Knowledge is in too many places, so people just give up and don’t bother to look for it. It’s
too hard to capture knowledge, so people hoard it instead. Knowledge that is captured is
too hard to keep up-to-date. And knowledge is too hard to find.
Effective knowledge management supported by the right technology eliminates these
inefficiencies, allowing organisations to focus on delivering business value.
 Never Solve The Same Problem Twice: How often does a front-line staff resolve a problem
that has already been solved by someone else? How often are questions escalated, even
though the front line should have already known the answer? Industry data suggests that
these situations are common and costly, which means that avoiding rework can be the
single most valuable benefit delivered by knowledge management.

Notes By providing each team member with the collective experience of the organisation,
organised in a knowledge management system, known issues can be handled quickly,
consistently, and with confidence by the front line.
 Knowledge Management Benefits at Work: Learn how Verizon Wireless implemented the
OneSource project to bring its knowledgebase to over 40,000 service reps, reducing “content
chaos” to increase first contact resolution, decrease escalations, speed handle time, and
handle significant growth in the customer base without a corresponding increase in staff.
 Help Customers Help Themselves: Sometimes, customers really need to contact you in
person, right now. But more often, if they have a good way to answer their own questions
and resolve their own issues, they’d prefer to do it themselves. Effective knowledge

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