Knowledge management audit and the new marketplace
Organisations use a range of new technologies for service delivery, administration and for a knowledge management audit. These technologies provide opportunities to improve outcomes to better manage knowledge within and between organisations. This post has been created to help enhance your use of data, information and knowledge. Also to improve productivity and customer service delivery.
There are a number of key issues to be considered when managing information and knowledge. It should be noted that it is not intended to be comprehensive. Rather, it highlights key issues to help you get started on an innovative journey to improve productivity, profits, growth and sustainability.
Many businesses and organisations have considered the best ways use knowledge resources to improve their performance. Knowledge management builds on earlier approaches to data and information management. There is now a higher level of complexity with the inclusion of meaning, networking, collaboration,process improvement, content marketing and process automation.
Knowledge management has also emerged as a framework to assist people to engage in the wider information/knowledge economy. Technology is only one element in this engagement. Content, process and people aspects also need to be considered in the framework..
The information economy has a strong focus on networks. This requires organisations to focus on knowledge creation, values, ethics and cultural drivers to optimise the use of their knowledge resources. You need to adopt initiatives that focus on making the best use of big data information and knowledge.
While many organisations may not use the term ‘knowledge management’ to describe their activities in this area. With others, many relevant activities are undertaken to enhance organisational learning, improve marketing and service delivery, while building capabilities and flexibility.
Advancing your knowledge management capability.
- Conduct a data, information and knowledge audit so you know what you have and what is missing.
- Develop a knowledge strategy aligned with your vision and goals so you can access the knowledge you want and need.
- Where does the customer fit, because you want to make sure they are front and centre?
- Activities should not be undertaken in isolation, therefore you need a coordinated approach.
- Ensure those appropriate activities are edited and approved so good ideas and opportunities are not overlooked.
- Consider the organisation’s culture and how it is impacting, both negatively and positively.
- Identify and consider ways to manage knowledge risks so you don’t have your critical knowledge falling into the wrong hands.
- Consider the processes involved (create, capture, share, revise) because without systems and processes knowledge management is too difficult.
- The balance between people, process, content and technology issues needs to be managed.
- How will you interact with ‘big data’ and handle the ‘flooded rivers’ of information and knowledge so you can get what you want and need?
- Determine how progress towards goals can be measured.
- What analytics and other tools will be utilised?
- What are your research requirements so you can stay ahead of the competition?
Analysis or analytics is something everyone in business should know about. Not only because you are better able to understand what is going on. But it will be a game changer in all aspects of your business or not-for-profit organisation. In fact every aspect of your life.
A good analysis allows you to become more agile and adaptable to the disruptive forces of technology and the global competitive environment. A knowledge management audit and analytics can bring you inspired results.
Conduct a knowledge management audit.
Knowledge management audits involve collating an inventory of available knowledge assets and resources. This enables you to examine the gap between the ideal, or desired knowledge environment and the existing knowledge environment. Gaps may impede innovation, block opportunities for business improvement or, hamper technology implementations.
A knowledge management audit can be conducted through a variety of means. Including surveys, process maps, structured interviews and analysing existing competencies. Physical and digital filing systems should be updated and categorised for easy retrieval and auditing.
A key facet of a knowledge management audit involves understanding the context and strategic intent of the organisation. The strategy, outcomes and drivers are identified, analysed, reviewed and examined.
Questions to ask in a knowledge management audit.
When your team has access to practical knowledge and an understanding of a customer’s specific business issues, your desired outcomes can be more easily achieved.
- What information and knowledge does the organisation already have and how is it utilised?
- How will the existing information and knowledge be utilised in the future?
- What information and knowledge does the organisation need to acquire or develop?
- What knowledge management resources are currently being used?
- Can you identify the frustrations and problems you are having with knowledge management?
- What information and knowledge is needed to improve customer service and the customer experience?
- What information and knowledge is needed for social media and content marketing activities?
- Where are information and knowledge management flows impeded?
- How can information and knowledge be better organised and shared?
- What are the current and future benchmarks for knowledge management in your business?
- How are you protecting your knowledge that is classed as intellectual property?
“Improve your customer support and services by collecting more practical information and knowledge which will generate insight and foresight for customers to implement”. Peter Sergeant
“The greatest enemy of knowledge is not ignorance, it is the illusion of knowledge”. Stephen Hawking