A Technology Broker and Management Company Specializing in KM Systems
Favorite From a blog post called “In praise of Knowledge Management” come the following examples of quantified KM value, all from customer service centers; Image from wikimedia commons “A leading European mobile phone retailer saw a stark increase in contact deflection of 27.3 percent while markedly improving NPS (Net Promoter
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Shared by Nick Milton June 21, 2017
Favorite We tend to divide Knowledge Management into opposing categories. Sometimes this is useful, but often this dualism is illusory. Image from wikimedia commons Dualism is the idea that, for some particular domain, there are two fundamental kinds or categories of things or principles. It is an “either-or” mindset, which
Read More Shared by Nick Milton June 20, 2017
Favorite Here are 6 success factors for Knowledge Management, from one of the discipline’s most experienced practitioners Success Story, by Animated Heaven, on Flickr I blogged last week about an article on Knowledge Management by Rob Koene of Fluor. Rob’s overview of KM is full of good practical experience and bullet
Read More Shared by Nick Milton June 19, 2017
Favorite If you want to kill off a Knowledge Management Strategy, here are 50 ways to do it. Words kill, by Khalid Albaih, on Flickr When we first wrote “Designing a Successful KM Strategy” there was originally an extra chapter; a tongue-in-cheek list of 50 ways to kill the strategy;
Read More Shared by Nick Milton June 16, 2017
Favorite A recent article from one of the KM leaders shows seven indicators that Knowledge Management is working. Image from wikimedia commons The article is written by Rob Koene of Fluor, the engineering, procurement and construction company and one of the world’s leading KM organisations. Flour have beein involved with
Read More Shared by Nick Milton June 15, 2017
Favorite As the 111th entry in our ever-growing list of examples of Quanitified Benefit from Knowledge Management, here is a story on value and value measurement at Goodyear Tire Company, described by KM World Magazine. Gooryear Blimp by Mark Turnauckas on Flickr Goodyear use what they call “value pyramids” for
Read More Shared by Nick Milton June 14, 2017
Favorite There are many skills needed on your KM team, but one is more important than any of the others. I have been involved in a few overview visits to Knowledge Management programs recently, and a common factor in all of them has been a missing skill within the Knowledge
Read More Shared by Nick Milton June 13, 2017
Favorite As the 110th entry in our ever-growing list of examples of Quanitified Benefit from Knowledge Management, here is an example from NASA Image from wikimedia commons The example is given by Jim Rostohar; the CKO of NASA’s Johnson Space Centre. In the Space Centre, KM is used mainly to
Read More Shared by Nick Milton June 12, 2017
Favorite Reaching the Deep Knowledge often requires the help of a facilitator or interviewer, and there is a tell-tale sign that shows when you get there. “woman, thinking” by Robert Couse-Baker, on Flickr Superficial knowledge transfer happens all the time. A foreman leaves his job. The company arranges a hand-over
Read More Shared by Nick Milton June 9, 2017
Favorite You have have made a logical business case for KM at your organisation, but nobody buys things based on logic. USP by photosteve101 on Flickr People generally buy things based on emotion (“I must have that – it looks so cool”), and then convince themselves by logic that is was a
Read More Shared by Nick Milton June 8, 2017