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Creating and sharing knowledge is the key to building a world-class support, engineering, professional services, or marketing organization. A well-designed knowledge management system can:

• Improve customer service by streamlining response time;

• Enhance employee retention rates by recognizing and rewarding the value of employees' knowledge; and

• Streamline operations and reduce costs by creating a single access point for knowledge input and retrieval, eliminating redundant or unnecessary processes.

The bottom line is that a world-class knowledge management system enables the people in your organization to concentrate on tasks that have a high business impact.

After completing this course you will be able to:

• Understand what knowledge management is and why it's essential to a world-class support organization
• Define the critical factors for a successful knowledge management system
• Utilize your existing knowledge-based assets
• Select the right knowledge management tool
• Building and maintain your knowledge management system
• Use your knowledge management system to facilitate continual learning
• Make the knowledge management system an integral part of daily workflow
• Evaluate knowledge base effectiveness and measure and communicate ROI

Agenda

Day 1

Knowledge Management: Introduction

• Difference between information, data and knowledge
• Current trends and paradigms shifts
• Required functionality of a world-class knowledge management system

Critical Factors for Successful Knowledge Management

• Develop a plan to get management support for objectives, cultural changes, funding, staffing
• Aligning the knowledge management system to corporate business strategy
• Make knowledge management an integral part of daily workflow
• Integrate with existing knowledge systems to provide access to the most relevant knowledge available
• Communicate and reinforce the cultural change that knowledge management requires
• Maximize participation by recognizing and rewarding knowledge management usage
• Monitor performance and analyze results at regular intervals for continuous improvement
• How to effectively market the knowledge management system

Utilizing Your Existing Knowledge-Based Assets

• How to access information from multiple documents and databases
• Methods to organizing your existing solutions
• Migrating legacy databases and applications
• Mining the internet/intranet - fads, documentation, release notes, email, discussion groups

Selecting the Right Knowledge Management Tool

• Identifying requirements
• Metrics for evaluating tools
• Knowledge management tool enhancements
• Analytical tools to report results and document areas that need improvement.

Building Your Knowledge Management System

• Defining a knowledge hierarchy with appropriate depth and ease of access
• Tagging and chunking information for optimal categorization and retrieval
• Standardizing knowledge for publication
• How to implement decision trees
• Verifying documentation
• Pre-production testing
• Implementing web- and phone-based self-service for customers, employees, partners

Day 2

Building a Vibrant Learning Organization

• Capabilities and culture of a learning organization - continual learning
• Creating a knowledge-focused team
• Using the knowledge management system to enhance team performance
• Incentives for creating solutions
• Using the knowledge management system to facilitate knowledge transfer and exchange

Using the Knowledge Management System as an Integral Part of Daily Workflow

• Using the knowledge management system to facilitate root cause analysis
• Customize the knowledge management system to optimize knowledge access, capture, and use during customer/partner/employee interactions
• Knowledge creation - team learning, problem finding/solving, building core capabilities
• Training the team

Maintaining Your Knowledge Base System

• How to turn everyone into an author
• Best practices for maintenance
• Enforcing maintenance through consistent and standard knowledge input procedures
• Knowledge acquisition, codification, process documentation, work templates
• Common errors and how to avoid them

Evaluate Knowledge Base Effectiveness

• Metrics for knowledge management
• Calculating ROI on knowledge management systems - reporting to management
• Obtaining meaningful feedback - specific quantitative and qualitative instruments
• Customer, partner, and employee involvement in evaluation
• Performance tracking and information analysis

Case Studies

Special bonuses for on-line registration!

Register from this web site and receive a complimentary book or coffee mug from the Resource Center^*.   To learn more about these items, click on the icons to the left of each item.  Choose from:

Knowledge Management
Delivering Legendary Customer Service
An Abbreviated Guide to Incoming Call Center Terms
Microsoft Internet & Networking Dictionary
The Elements of Email Style
Managing People
Attracting & Rewarding Outstanding Employees
"When Supporting the Customer, YOU ARE the Company" (coffee mug)
"It takes months to get a new customer, moments to lose one" (coffee mug)
"Today, product is a commodity. High Quality Service is our differentiating feature." (coffee mug)

* Normal shipping and handling fees apply

Seminar Delivery and Fees

This seminar is offered on-site only. Please call (708) 246-0320 for an estimate on delivery of this seminar at your location.

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Payment is due prior to the seminar, including payment on purchase orders.  If payment is not received, a credit card hold will be required for participation.  This card will only be processed if payment has not been received within two weeks following the conference.

Cancellation Policy.  Registrants may cancel up to ten business days in advance of the seminar start date for a full refund, less administrative fees of $400.  Or, you may transfer your registration to another date or member of your company at no additional charge.  Please notify us as soon as possible. Registrants cancelling within fourteen days of the seminar will receive credit, less administrative fees of $400, toward any other Resource Center seminar.  In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.

Agenda, course dates, and locations are subject to change.