From the course: Customer Service: Knowledge Management
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Sustaining your KM program
From the course: Customer Service: Knowledge Management
Sustaining your KM program
- Congratulations. You've kicked off your knowledge management program successfully. The team is adopting the practices, and you're starting to see business benefits. But it's not time to declare victory. KCS is an ongoing program. As long as we want to see results, we need to work to sustain and improve our KM game. I've seen five approaches for sustaining KCS that really work. First, keep the team strong. The program manager, the executive sponsor, enthusiastic participants and leaders, coaches and knowledge domain experts, they come together as an effective team. As people move on to new positions, don't let your core team atrophy. Look for the people who understand and are passionate about the program. Spice up your stakeholder team with fresh ideas, perspectives and attitudes. Second, keep your executive sponsor engaged. Executives only focus on a few things at once. Make sure KCS is on the list. Schedule…
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