From the course: Customer Service: Knowledge Management
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Executive sponsorship and program leadership
From the course: Customer Service: Knowledge Management
Executive sponsorship and program leadership
- KCS programs must have support from senior management, and they need day-to-day leadership. The people who fill these needs are the executive sponsor and the program manager. Let's take a look at them one at a time. Imagine a magic wand that could secure funding for your program, give coaches the time to coach, and make every line manager promote KCS. Wouldn't that be nice? Magic wands don't exist, but executive sponsors do, and they can do these things and more. You need one. Your executive sponsor is the senior leader whose span of control includes the teams doing KCS. They're often a director or VP. Very rarely are they a manager or a C-level executive. Often, the exec you want to sponsor the program doesn't really have knowledge management on their radar yet. You need to educate them. To do this, create a tool called the strategic framework. In the strategic framework, we list the executive's goals for the…
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