(between 2 and 5 days depending on the size and need of the company)
How do you position yourself in relation to the
competition?
What are your strengths to build on? What are your opportunities for improvement? What are good industry practices that you follow or not follow? How can you make your organization better share its knowledge? I’m interested
We will spend time on site meeting with you and commenting and answering these questions in a synthetic evaluation document on the opportunities of KCS in your environment, including recommendations on rapid transformations with high added value.
Topics covered include:
The objectives and vision of Leadership for the organization in general and knowledge in particular; Leadership practices in change management
The measures and dashboards used to manage your activities, evaluate the performance of the teams and thus determine the benefits to invest for your business (including an analysis of ROI for the Knowledge Management initiative and the associated technological investments)
Management of customer requests and workflows, management of internal and external escalations and customer communication channels
Organization: relationships between organizations such as operations; professional services or consulting, customer support, research and development, documentation and other teams
Practices and capabilities of online help or “self-service” for customers
Practices for the capture and creation of knowledge, its maintenance, its improvement, its reuse, its publication and its obsolescence.
The result of this assessment is a commitment from leadership, enthusiasm for what works, and a desire to change and improve.
