Knowledge Management Implementation – Through the prism of a Hotelier
No. This is not an article on how hotels implement Knowledge management (KM), in fact its quite the opposite :)
Just as there are various classes of eating options, such as Quick Service Restaurants, Dial a Pizza, brick and mortar based business hotel and the like; each have its own targeted use case scenarios making each experience serve the need of the customer largely through food, and also provide respective courtesies to the customer for each of these eating options. These can be discussed to a good extent without having to discuss the menu/food specifics in the eatery.Have attempted to share a view on what the Knowledge Management systems implementation considerations are, for the broad range of terrains where it is implemented, without going into the specific verticals/domains i.e., subject matter of the knowledge being managed.
Here is an attempt to look at the typical varieties of businesses that use KM systems, through attributes for a moderately mature to fully mature implementation.
Consider the following businesses where KM implementation echoes table stakes.
- CONSULTING
- PRODUCT DEVELOPMENT
- E-COMMERCE
Knowledge Management has in contemporary times matured at levels that few years back was un-imaginable. The level of maturity is directly linked with the productivity of the enterprise which in turn results in share holder value. The race to lead is now slowly getting replaced with the race to be ubiquitous.
KM IMPLEMENTATION - ATTRIBUTE VIEW
To conclude, while the list of attributes for a fully matured KM implementation that has esoteric capabilities are not part of the tabulation. This analysis can possibly help to set expectations on KM implementation as well as assess maturity levels of KM implementation in the same line of business.
KM has surely evolved over time and is core to an organizations DNA, so as to go to market faster. Especially in consulting & e-commerce - an organizations ability to go to market faster with a unique value prop, is imperative. In this day and age of information over load it could be THE only competitive edge available to organizations. Well written article. Thanks for sharing.
I believe that KM is a horizontal aspect today where the content/information stored in them are vertical/industry focused in nature. This will evolve similar to the CRM world as more industries adopt robust KM Programs with industry focused technology implementation. Use case based approach is a good way to approach KM Program and today use cases exist primarily in customer service & sales processes/customer journeys.
Nicely written, Vrinda. KM world is evolving and now we have cognitive techonology/ artificial intelligence playing such an integral part of KM. It will be interesting to see how organizations embrace the innovation aspect in KM and plan a robust implementation :)
Great article