53fdcd748a5f011f401c04ea22897a37.ppt
- Количество слайдов: 20
Knowledge Management True Corporation KM Implementation in True Corp. 1 December 2005, The 2 nd National KM Fair Ruangsak Sriwatthanah
Knowledge Management True Corporation, PCL. Established in 1990 (Telecom Asia) Sector: Telecommunications Products and Services: § Fixed line Operator § Mobile Operator § Internet Service Provider § Content Provider § Cable TV (UBC)
Knowledge Management True Corporation True vision “to be a customer-focused total communications solutions provider. ” True brand public launch, 1 st April 2004
Knowledge Management True Corporation § credible § caring truevalues § creative § courageous
Knowledge Management True Corporation Strategy: in Telecom (service sector), the key success is not the technology but “Customer Satisfaction”.
Knowledge Management True Corporation Justifications of KM Initiative 1. Customer Satisfaction 2. Complex products/services 3. Key performance indicators of customer services ü Knowledge ü Speed ü Polite ü Follow-up 4. Approximate 1, 500 agents in call center 5. Productivity & Efficiency
Knowledge Management True Corporation KM Initiative Milestone January 2001 February 2003 May 2003 April 2004 Sept 2004 Mar 2005 Dec 2005 KM System for Call Center KM Implementation project with FTPI KM Organization set up KM web phase I Revisit KM and tackle the issues CM web phase III
Knowledge Management True Corporation True KM is aim to be a center of corporate information and establishing true knowledge sharing community.
Knowledge Management True Corporation KM Cycle 4 5 6 Learning Measurements Recognition and Reward GOAL A living community Processes and Tools 3 Communication 2 Concept model by Mr. Robert Osterhoff Transition and Behavior Management 1
Knowledge Management True Corporation Knowledge Web Portal
Knowledge Management True Corporation KM Achievement § The central knowledge center for True Corporation. § KMS consists of thousands of documents, 4 -year achieved, containing all the necessary information to handle customer’s enquiries. § 1, 500+ users currently rely on just-in-time information on KMS. § Average 50, 000 page view/day. § The effective communication tool for all center and retail representatives.
Knowledge Management True Corporation Lesson 1: Transition & Behavior Invest time and effort to understand the corporate culture, identify motivations and ensure change happens where needed. People will resist change. Therefore, getting staff to believe that KM will make their jobs more productive. It requires a change management plan e. g. policy, performance review, KM Committee.
Knowledge Management True Corporation Lesson 2: Communication Clearly explain KM objectives (what, where, when, why) for every level of staff. Miscommunications lead to misunderstanding: Sometimes there is a fear that KM will be used to replace people. Using reminder (signs or messages) will help. Continuous communication is a must.
Knowledge Management True Corporation Lesson 3: Processes & Tools Do not make the process difficult to master - this may discourage staff to participate. KM is not a technology or set of methodologies. Instead, KM is a true practice (involves people, process and technology). An intelligent KM system need user interaction (share and reuse information).
Knowledge Management True Corporation Lesson 4: Training & Learning Train staff correctly how to use KM system is important success factor. Select several staff to learn the system early on, so that their ease of adaptation will influence their peers. Sharing will help staff learn from each other.
Knowledge Management True Corporation Lesson 5: Measurement “What you don't measure, you can't manage. ” ROI calculation of KM initiative can help you achieve ongoing executive-level buy-in. Efficiency (Quantity): Average Handle Time, Talk Time, After Call Work Effectiveness (Quality): First Call Resolution, Escalation, Repeat Calls Innovations: Self-Services and Customer Satisfaction
Knowledge Management True Corporation Lesson 6: Recognition & Rewards “Who wants to be the number one contributor? ” Encouraging staff to contribute knowledge can foster innovation and team building. Developing a simple reward system. It does not have to be a monetary one. Recognition is appreciate.
Knowledge Management True Corporation can we hear from you ? Q&A
Knowledge Management True Corporation thank you
Knowledge Management True Corporation being true together