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Knowledge Management

Knowledge Management

  • Don’t Overlook Standard Operating Procedures: Use These Apps to Put Them in Place

    Synergy. Downsizing. Mindshare. You just rolled your eyes, didn't you? There are few things more obnoxious than business buzzwords. And Standard Operating Procedures (or SOPs for short) might be the worst of them all. Namely, because most SOPs are ineffective. They're explained in clunky manuals laced with technical jargon, and they're too confusing to make anything more efficient.

  • The Virtuous Cycle of Shared Knowledge and Innovation

    Inspiration is an iterative process, where the first idea is rarely the right idea. More often than not, innovation comes through an iterative process of idea generation, review and feedback, and refinement. Organizational innovation requires a shared understanding, and the ability for ideas to be captured, then expanded on and re-worked, often with one or more changes in direction.

  • Knowledge Base Management Systems

    Virtually every department, from sales to customer service, relies on a management system to improve efficiency and facilitate work. A management system in this context describes specific guidelines and procedures for managing company knowledge. It also refers to the technology on which the system is built.

  • Rethinking Customer Service Job Design

    Customer service is an intricate mechanism that requires strategic forethought. Companies that put customers at the core of their service experience better customer satisfaction and generate more business. Still, while the importance of customer service is well understood, good service is surprisingly rare. Customers are valued and companies want to deliver good service, but it ...