Value-Driven Knowledge Management Strategy: Start With the End in Mind
By John Chmaj and Brad Bannwart
Posted in Customer Engagement
In our last knowledge management (KM) blog, we discussed how critical it is to link your KM capabilities and activities to outcomes. Building this connection serves as the foundation to establishing a ‘value-driven’ KM program.
Our customers often have a clear vision for KM and a good sense of the value KM will help them realize. However, bridging the gap between vision and value can feel like an overwhelming task—the missing link is KM strategy.
Just as one needs a blueprint to build a house, a KM program needs a strategic blueprint and roadmap to focus the journey from the current state to the target outcomes.
The Verint KM Strategic Blueprint is our starting point with every customer. During this engagement, we help our customers define:
A good KM strategy helps ensure that resources and processes are aligned toward a common goal—the value and priority of KM are clear, as is the path to get there. Here are some best practices for developing your KM strategy:
Assess Your Current KM Program and Perform a Gap Analysis
Start by making an honest assessment of what works (and what doesn’t). Identify how well your knowledge serves your users’ needs through as many feedback mechanisms as you can.
Audit your current authoring capabilities and resources: knowledge tools, processes and standards, content delivery mechanisms. And don’t forget to assess how well your KM program is managed and how effectively your culture encourages KM engagement.
Finally, review your KM analytics to help ensure they are actionable and are used to drive continuous improvement processes.
Define Your KM Strategy
With a detailed understanding of your current state, you can make informed decisions about how to reach your KM goals. Based on your organization’s strengths, weaknesses, opportunities and constraints, you can define an effective strategy to evolve and expand your KM capabilities. Your KM strategy should identify ‘quick wins’ and long-term targets to help sustain KM success.
Align Your Strategy with Value
Your KM strategy should provide a clear link between your top-line business goals and KM activities. Start to define and link KM capabilities to business outcomes. Leverage a balanced scorecard approach to help ensure that KM will provide a full spectrum of benefits—and clearly demonstrate how evolving capabilities and resources will drive desired outcomes.
Develop Your Roadmap for KM Success
Your KM roadmap defines how to accomplish your strategy. Evolving KM capabilities requires much more than evolving content or knowledge tools. Organizational competencies, cultural support, and cross-group commitments must also be coordinated and developed.
Your KM roadmap should provide a view into how the KM program can unfold all of these components to shorten the time to value, enhance organizational understanding and commitment, and leverage learning from phase to phase.
There’s an old saying: “It doesn't matter how fast you're going if you're headed in the wrong direction.” Developing a good KM strategy helps assure that your organization is addressing the right needs, effectively, to achieve its goals and maximize value.
The Verint KM Strategic Blueprint consistently helps our customers achieve faster and more sustainable KM outcomes. Let us know how we can help you define your path to value-driven KM success!
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