Background

• KM project started in 2003

• KM tool was decided in 2004 end
• ATG Primus was the vendor
• We bought 3 KM tools – Knowledge
Center, Enterprise Search and Advisor
• Off the shelf content from Right Answers
• This presentation about Knowledge Center
 Why Knowledge Management
• Lack of common process for knowledge life cycle
maintenance
• Knowledge is kept at different locations in
different formats
• Variation in solutions given by different analysts
• No standard way of identifying cause while
solving an issue
• High learning curve for new analysts
• No method to capture tacit knowledge
 KM Tool features
• No content duplication
• Easy accessibility of most used content
• Smart Searching
• Natural Language Search
• Easy content upload to the KB
• Based on a KM methodology called
Knowledge Centered Support (KCS)
 Benefits
• Centralization of Knowledge
• Standardization of Knowledge Processes
• Consistency of service by analysts
• End user satisfaction
• Reduced Learning Curve for new analysts
• Decreased Handle Time
• Increased call resolution at L1
 Success factors
• Content
– Content Quality
– Usage
• Usage
– Drive
– Mandatory usage (also incentive for VIC)