Service Delivery Enhancement
Knowledge Management Framework
Recommended especially when following demands appear:
- To boost the efficiency of an organization’s decision-making ability
- To build employee expertise
- To adhere standards and eliminate duplicated work
- To sustain knowledge within organization
Framework
PROCESS REPOSITORY
- Map and validate all Standard Operating Procedures
- Design documentation repository framework and change procedures
- Ensure process induction program for new joinees
PROCESS TAXONOMY
- Review/design process activity catalog
- Complete service descriptions
- Map all specific process nuances in the process framewor
(RE)TRAINING PROGRAM
- Create recurring training plan
- Establish and support trainer’s network
- Monitor process training completion
- Introduce training certification framework
REQUIRED SKILLS MATRIX
- Create competence matrix based on documented process
- Map available skills and competence gaps
- Identify trainings required
CONTROL FRAMEWORK
- Establish audit procedures to ensure documentation quality and completeness
- Deploy Back- up & Handover structure
- Ensure continuous update cycle for trainings, competence matrix, SOPs
KNOWLEDGE SUSTAINABILITY
- Build a best practice database and knowledge sharing platform
- Establish back-up & handover practices and checklists
Benefits
STANDARDS ADHERENCE
Defined standards followed and monitored with change request procedure deployment
EFFICIENCY
Operational process efficiently sorted within business unit/ department leading to proven operational productivity
INNOVATION
Access to properly managed knowledge creates field for innovation among business units and departments
CUSTOMER SATISFACTION
Enhanced employee job based knowledge improving service quality and customer satisfaction
EXPERTISE
Easy access to documentation, training and expertise within organization
EMPLOYEE GROWTH
Motivated, capable and confident workforce with stronger performance results
AGILITY
Fast knowledge transfers driving effective re-use of available resources
Work out
new solutions
Deliverables
PROCESS TAXONOMY
Defined process service catalog with clear view of end-to-end process flow and workload estimation, volume fluctuation
DOCUMENTATION FRAMEWORK
Knowledge management repository framework with service business descriptions, operational intructions and change procedures
BEST PRACTICE REPOSITORY
Introduced best practice sharing platform to scale re-use within organization
BACK-UP & HANDOVER
Designed back-up structures within organization & handover procedures
SKILLS MATRIX
Identified and evaluated critical skills matrix required for organizational goals realization including gap analysis
TRAINING CURRICULUM
Comprehensive training plan capturing technical and soft skills with progress tracker
CERTIFICATION FRAMEWORK
Deployed skills and knowledge credentiality framework for employees
