KM Implementation in True Corp. 1 December 2005, The 2 nd National KM Fair
description
Transcript of KM Implementation in True Corp. 1 December 2005, The 2 nd National KM Fair
![Page 1: KM Implementation in True Corp. 1 December 2005, The 2 nd National KM Fair](https://reader035.fdocuments.net/reader035/viewer/2022062804/56814a18550346895db74076/html5/thumbnails/1.jpg)
Knowledge ManagementTrue Corporation
KM Implementation in True Corp.1 December 2005, The 2nd National KM Fair
Ruangsak Sriwatthanah
![Page 2: KM Implementation in True Corp. 1 December 2005, The 2 nd National KM Fair](https://reader035.fdocuments.net/reader035/viewer/2022062804/56814a18550346895db74076/html5/thumbnails/2.jpg)
Knowledge ManagementTrue Corporation
Established in 1990 (Telecom Asia)
Sector: Telecommunications
Products and Services: Fixed line Operator Mobile Operator Internet Service Provider Content Provider Cable TV (UBC)
True Corporation, PCL.
![Page 3: KM Implementation in True Corp. 1 December 2005, The 2 nd National KM Fair](https://reader035.fdocuments.net/reader035/viewer/2022062804/56814a18550346895db74076/html5/thumbnails/3.jpg)
Knowledge ManagementTrue Corporation
“to be a customer-focused total communications solutions provider.”
True brand public launch, 1st April 2004
True vision
![Page 4: KM Implementation in True Corp. 1 December 2005, The 2 nd National KM Fair](https://reader035.fdocuments.net/reader035/viewer/2022062804/56814a18550346895db74076/html5/thumbnails/4.jpg)
Knowledge ManagementTrue Corporation
credible
creative
caringcaring
courageous
truevalues
![Page 5: KM Implementation in True Corp. 1 December 2005, The 2 nd National KM Fair](https://reader035.fdocuments.net/reader035/viewer/2022062804/56814a18550346895db74076/html5/thumbnails/5.jpg)
Knowledge ManagementTrue Corporation
in Telecom (service sector), the key success is not the technology but “Customer Satisfaction” .
Strategy:
![Page 6: KM Implementation in True Corp. 1 December 2005, The 2 nd National KM Fair](https://reader035.fdocuments.net/reader035/viewer/2022062804/56814a18550346895db74076/html5/thumbnails/6.jpg)
Knowledge ManagementTrue Corporation
Justifications of KM Initiative
1. Customer Satisfaction
2. Complex products/services
3. Key performance indicators of customer services Knowledge Speed Polite Follow-up
4. Approximate 1,500 agents in call center
5. Productivity & Efficiency
![Page 7: KM Implementation in True Corp. 1 December 2005, The 2 nd National KM Fair](https://reader035.fdocuments.net/reader035/viewer/2022062804/56814a18550346895db74076/html5/thumbnails/7.jpg)
Knowledge ManagementTrue Corporation
KM Initiative MilestoneKM Initiative Milestone
January 2001 KM System for Call CenterFebruary 2003 KM Implementation project with FTPIMay 2003 KM Organization set upApril 2004 KM web phase ISept 2004 Revisit KM and tackle the issuesMar 2005 CM web phase IIDec 2005 CM web phase III
![Page 8: KM Implementation in True Corp. 1 December 2005, The 2 nd National KM Fair](https://reader035.fdocuments.net/reader035/viewer/2022062804/56814a18550346895db74076/html5/thumbnails/8.jpg)
Knowledge ManagementTrue Corporation
True KM is aim to be a center of corporate information and establishing true knowledge sharing community.
![Page 9: KM Implementation in True Corp. 1 December 2005, The 2 nd National KM Fair](https://reader035.fdocuments.net/reader035/viewer/2022062804/56814a18550346895db74076/html5/thumbnails/9.jpg)
Knowledge ManagementTrue Corporation
KM CycleKM Cycle
Processes and Tools
Measurements
3
Communication
2
A living community
Transition and Behavior Management
1
Learning
4 5
Recognition and Reward
6
Concept model by Mr. Robert Osterhoff
GOAL
![Page 10: KM Implementation in True Corp. 1 December 2005, The 2 nd National KM Fair](https://reader035.fdocuments.net/reader035/viewer/2022062804/56814a18550346895db74076/html5/thumbnails/10.jpg)
Knowledge ManagementTrue Corporation
Knowledge Web PortalKnowledge Web Portal
![Page 11: KM Implementation in True Corp. 1 December 2005, The 2 nd National KM Fair](https://reader035.fdocuments.net/reader035/viewer/2022062804/56814a18550346895db74076/html5/thumbnails/11.jpg)
Knowledge ManagementTrue Corporation
KM AchievementKM 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 call center and retail representatives.
![Page 12: KM Implementation in True Corp. 1 December 2005, The 2 nd National KM Fair](https://reader035.fdocuments.net/reader035/viewer/2022062804/56814a18550346895db74076/html5/thumbnails/12.jpg)
Knowledge ManagementTrue Corporation
Lesson 1: Transition & BehaviorLesson 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.
![Page 13: KM Implementation in True Corp. 1 December 2005, The 2 nd National KM Fair](https://reader035.fdocuments.net/reader035/viewer/2022062804/56814a18550346895db74076/html5/thumbnails/13.jpg)
Knowledge ManagementTrue Corporation
Lesson 2: CommunicationLesson 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.
![Page 14: KM Implementation in True Corp. 1 December 2005, The 2 nd National KM Fair](https://reader035.fdocuments.net/reader035/viewer/2022062804/56814a18550346895db74076/html5/thumbnails/14.jpg)
Knowledge ManagementTrue Corporation
Lesson 3: Processes & ToolsLesson 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).
![Page 15: KM Implementation in True Corp. 1 December 2005, The 2 nd National KM Fair](https://reader035.fdocuments.net/reader035/viewer/2022062804/56814a18550346895db74076/html5/thumbnails/15.jpg)
Knowledge ManagementTrue Corporation
Lesson 4: Training & LearningLesson 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.
![Page 16: KM Implementation in True Corp. 1 December 2005, The 2 nd National KM Fair](https://reader035.fdocuments.net/reader035/viewer/2022062804/56814a18550346895db74076/html5/thumbnails/16.jpg)
Knowledge ManagementTrue Corporation
Lesson 5: MeasurementLesson 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
![Page 17: KM Implementation in True Corp. 1 December 2005, The 2 nd National KM Fair](https://reader035.fdocuments.net/reader035/viewer/2022062804/56814a18550346895db74076/html5/thumbnails/17.jpg)
Knowledge ManagementTrue Corporation
Lesson 6: Recognition & RewardsLesson 6: Recognition & Rewards
“Who wants to be the number one contributor?”
Encouraging staff to contribute knowledgecan foster innovation and team building.
Developing a simple reward system. It does not have to be a monetary one. Recognition is appreciate.
![Page 18: KM Implementation in True Corp. 1 December 2005, The 2 nd National KM Fair](https://reader035.fdocuments.net/reader035/viewer/2022062804/56814a18550346895db74076/html5/thumbnails/18.jpg)
Knowledge ManagementTrue Corporation
can we hear from you ?Q&A
![Page 19: KM Implementation in True Corp. 1 December 2005, The 2 nd National KM Fair](https://reader035.fdocuments.net/reader035/viewer/2022062804/56814a18550346895db74076/html5/thumbnails/19.jpg)
Knowledge ManagementTrue Corporation
thankyou
![Page 20: KM Implementation in True Corp. 1 December 2005, The 2 nd National KM Fair](https://reader035.fdocuments.net/reader035/viewer/2022062804/56814a18550346895db74076/html5/thumbnails/20.jpg)
Knowledge ManagementTrue Corporation
being true together