Knowledge Management, by Chris Farver, Richard Joslin, and Char LaBounty, softcover pamphlet, 56 pages, 2001, $12.95 Special Order Only

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Overview

In the early nineties, the term “expert systems” was the latest buzzword and many of the major vendors in the marketplace at that time were jumping on the bandwagon.  At that time, early adopters focused on just the “technology” and not the cultural changes necessary to effectively turn expert systems into a viable working solution for their organizations.  Today, expert systems as a technology have evolved as just one small aspect of a much broader set of initiatives falling under the term knowledge management.

In this book, you will be provided with the basic building blocks for implementing a knowledge management solution within your organization.  If implemented correctly, your organization can realize employee productivity as well as collaboration and sharing of knowledge, which can translate into increased customer satisfaction with your services.

Table of Contents

1. Overview
   • The Evolution of Knowledge Management
   • Defining Knowledge Management
2. Knowledge Management in the Support Center
   • Knowledge Management for the Support Center
   • Keys to Implementing an Effective Knowledge Management Solution
   • Knowledge Management for the Customers
   • Proactive vs. Reactive Knowledge Management Methodologies
3. Quality Knowledge
   • Creating Quality Knowledge
   • Determine What Type of Knowledge Management Best Suits Your Needs
   • Tips and Techniques for Developing Quality Knowledge
4. Managing the Knowledge Management Operation
   • Knowledge Management Job Functions
   • Workflow Process
5. Implementing Knowledge Management
   • Steps to Successfully Implement Knowledge Management
   • Managing Change
   • Measurements
   • Reporting
   • Technology
   • Various Search Methods
6. Knowledge Management Resources and Industry Vendors

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Title Index
Subject Index
Catalog Index

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