Knowledge management is the
deliberate method of identifying, structuring, maintaining, and exchanging an
organization's employees' knowledge and experience. Knowledge management is
necessary because it increases the productivity of a company's decision-making
ability. In making sure that all employees have access to the overall expertise
held within the organization, a smarter workforce is built who are more able to
make quick, informed decisions that benefit the company.
Knowledge management may have a positive effect on
individual divisions within an organization, such as the IT support team and
the customer service department. Many organizations have incorporated digital
applications, such as chatbots, into their information management systems. In
this scenario, knowledge management is mainly used to help the IT support team.
Knowledge management data will aid some AI ventures in the reverse direction
and assists the customer service staff in addressing customer concerns. They
compile details on the problems that customers report. They can classify
specific problems as well as problems that involve a broad organization by
evaluating this collection of data. As a result, they would need to develop new
content to aid consumers with addressing their challenges on their own.
Companies can offer more content to their consumers by
using knowledge management. This method, regardless of how you use new
automation services and chatbots, is even more effective if it happens earlier.
If you use these artificial intelligence techniques to create content, it will
be better. Automation for content is recommended for businesses that choose to
have more human contact. Chatbots may be used for those that are dealing with
big problems or issues that concern a large number of customers. Agents will
provide content for certain chatbots based on the issues they're dealing with.
Benefits and examples of Value-Knowledge management
in organizations.
· Cross Training programs- Mentoring, shadowing, and other cross-training activities allow workers to acquire the company expertise by studying others at work. New employees at Toyota, for example, spend months shadowing seasoned employees, and new plants are originally staffed by both experienced personnel from existing factories and new hires.
·
Document management system -Organizations
can store business records in the cloud, exchange them, and monitor access
permissions at a granular level through database management systems like Google
Drive and Package. These tools typically have mechanisms for tagging files and
incorporating metadata to make it easier to locate content.
· Content management systems (CMSs) - Teams and individuals can publish, upgrade, and view information on a business intranet using content management systems including SharePoint and Bloomfire.
· Social networking tools – Teams can connect and interact in a public environment using private social networking platforms like Workplace through Facebook and Slack. However, since these resources preserve all past discussions, they can be used as a knowledge management programs, allowing workers to check for previously shared material.
·
Chatbots- We agree that chatbots are the
next logical phase in knowledge management. AI and deep learning are used by
chatbots like Banks and airline websites to respond to employee questions and
requests for information. Employees don't have to worry about who to ask or
where to go for information as they use chatbots. They don't have to search
into a CMS, record system, or chat history to discover what they're searching
for. They can ask natural-language questions, such as "How do I add a new
baby to my insurance?", and the chatbot will reply with the most
appropriate information from its knowledge base, regardless of where that
information is stored inside the company.
DAMANVIR KAUSHAL
Keywords
#value Knowledge management
#Knowledge management
#Chatbots
#Management knowledge
#Business objectives
References
https://www.atspoke.com/blog/knowledge-management/knowledge-management-importance/
https://ecommercenewsforyou.com/the-importance-of-knowledge-management-in-marketing/
https://www.emerald.com/insight/content/doi/10.1108/09544780610659970/full/htm
https://www.researchgate.net/publication/228471641_What_is_the_Value_of_Knowledge_Management_Practices
Well written Daman. It is true that specific organizational units, such as the IT support team and the customer service department, can benefit from information management. Many businesses have implemented automated applications into their knowledge management processes, such as chatbots. Knowledge management is used specifically to assist the IT support team in this situation. Data on information management would be helpful.
ReplyDeleteVery well written, good job Daman.
ReplyDeleteKnowledge management is an often forgotten term nowadays, it is very much visible that organizations that use knowledge management are very much benefited. Knowledge management assists in making better decision which is a key factor of economic growth in a company. MNCs us enterprise wide knowledge management systems efficiently. Intelligent based knowledgement system make use of machine learning techniques like how the author mentioned about the usage of chatbots. It is recommended even for small companies to make use of the potential knowledge managements systems which involves many software nowadays like the visualization tool Tableau where every decision made for them is crucial where they are in limited budget like in the case a scenario like choosing which marketing strategy to use or which audience to target or for an investor to choose which company to invest in.
ReplyDeleteSpoorthi Joshi S
The article addresses how the value of data is crucial for organisations to make better decisions both internally and externally considering B2B, B2C and B2E companies, when they are able to manage the knowledge they already have. Firstly, a good knowledge management may affect the efficiency within the company in a positive way ensuring a transparent information flow among employees and departments. Secondly, it may help to the companies to increase their profit and save on huge expenses. Lastly and most importantly, a well-designed data driven information system between customers and organisation helps companies to achieve “to the point” decision-makings and targets in the long term. Chatbots are the great examples of knowledge management which are recently using natural language processing as the article mentioned and it looks like this artificial intelligence tool will be in every part of our lives.
ReplyDeleteIlgin Damla Omay
Knowledge management began to develop rapidly at the end of the last century due to a change in priorities in business and the life of society, as well as the ongoing scientific and technological revolution, which is based on the use of the latest information technologies in all areas of human activity and organization's activities such as marketing, production, engineering, benchmarking, information technology, quality management, personnel management. All this led to a clear understanding that an organization's values are not only its assets, products, and property, but also its experience, qualifications of employees and their loyalty, know-how, culture, and everything that is included in the concept "intellectual capital." Examples of Document management systems and Cross Training programs are crucial to all possible types of businesses today.
ReplyDeleteBuket Bostanci