Foire Aux Questions sur le Knowledge Management
Toutes les réponses à vos questions sur la gestion des connaissances
Does Knowledge Management actually work?
Yes. Thousands of companies around the world have implemented knowledge management programs globally or in specific departments. Knowledge Management is taught in many universities and since 2018 there is even an ISO standard
How does Knowledge Management relate to Information Management or Content Management
Knowledge management includes, among other things, the conversion of tacit knowledge (in people’s heads) into explicit knowledge (stored as content). It will therefore contribute to the creation of content that must be integrated into the information management or document management process.
The primary goal of knowledge management is therefore not to define how to store this content, but to ensure that content is up to date with the latest knowledge and that it is easy to understand.
Knowledge Management and ISO 9001 certification : is it a problem or a benefit?
ISO 9001 is a standard for quality management, and although it does not deal directly with knowledge management, it will facilitate the establishment and adoption of knowledge management processes.
What is KCS ?
KCS (Knowledge Centered Services) is a Knowledge Management technique developed by the Consortium for Service Innovation, a non-profit organization dedicated to helping support and service organizations innovate. The CSI brings together members from many major industry players such as Salesforce, Red Hat, Dell, BMC, HPE, Autodesk, Zendesk…) who work together to define new best practices.
The KCS is more than 20 years old and has been adopted by hundreds of technical support, customer service, customer success, IT helpdesk or human resources organizations.
Its impact on organizational efficiency and customer satisfaction is well established.
How much does Knowledge Management cost? How long does it take?
It all depends on the maturity, size and complexity of your organization.
The assessment and design phase of knowledge management processes and practices usually takes a few days to a few weeks.
It then takes a dozen weeks for a team to fully adopt its new practices and for the benefits to be clearly visible. Once the program is in place, the company will need to dedicate resources to piloting and continuously improving knowledge management processes and practices.