服務(wù)行業(yè)知識管理講解(英文版)(文件)
【正文】 “KM into a research context” ? Conducted demonstration projects ? Revised research planning ? Documented benefits of research ? Provided staff education o innovation, barriers to implementation ? Introduced “user friendly” information o summary documents, workshops, etc ... Stage 2 – Customer Focus Senior Account Manager Program (1998) ? Improve personal relationship with large customers ? Understand customer needs ? Get them more involved in our program Stage 3 – Transfer Focus Emphasis on Technology Transfer (2023) ? Consultant review of technology transfer program (2023) ? Technology transfer business plan (2023) o Adhoc Board mittee for technology transfer o Increased web presence, enewsletters o Incorporation of knowledge management Stage 4: Pulling it together Knowledge Management Initiative (2023) ? Knowledge creation team (2023) ? KM program plan (2023) ? KM coordinator position (2023) ? 3rd party program review ? Restructuring the anization Lessons Learned Lesson 1 – Changing culture takes time – a lot of it ? Education at every opportunity o Formal presentations o Informal discussions ? Ownership of the process o Involvement in program development (both topdown and bottomup) ? Having a champion keeps ideas alive Lesson 1 (continued) ? Tie to mission – value to the anization ? Organization building rather than program building “When your message bees someone else’s message, you’ve won” Lesson 2 – Voice from the outside adds credibility ? The consultant factor ? Subscriber surveys/ focus groups ? Benchmarking ? Best practices Lessons 3 – Never enough champions ? Internal o Staff KM position o Management o Team leaders o O
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