The idea of a knowledge management system has been around for a very long time. Information technology experts long ago discovered a way to systematize knowledge through the use of computers and programs that will make it accessible to anyone who needs the information. An example of a knowledge database product system is one where personal knowledge and information from the employees and experts in the company are input into a computer. The computer will then classify and arrange the information in such a way as to make the knowledge easily accessible to other individuals in the company who may need the information and who may need to further relay it to customers. These ways of knowledge transfer are especially useful when it comes to call centers and the client support that plenty of manufacturers now provide. Here are the ways for you to set up a knowledge management system.
- Purchase the software and computer infrastructure. Get the appropriate software and computer infrastructure. These can be simple or complex, depending on your company. If your company is connected to a call center service, you may need to have a knowledge system that is connected to other states or even countries where the call center is located. In some cases, however, all you will need is a mother computer where the information is stored, and a networking mechanism to connect this server to the other computers in the company. Keep in mind, however, that the type of software that you use will also determine whether the knowledge adventure you want to undertake with these systems will be useful. Some software are simply too complicated to be productive. Use those that have easy to understand and easy to navigate interfaces.
- Get a subscription. If you do not want to spend too much money on the software and the computer parts that will comprise the knowledge system infrastructure, you can also subscribe to a paid knowledge management service. These will allow you to access their systems through the web, and create your own system there. These are usually cheaper and can offer you the same competitive advantage that a system with its own software and infrastructure has. Apart from this, these subscriptions are easy to network – they are accessible through any computer terminal that has Internet access.
- Set up the database. Once the system is in place, the next is creating the knowledge database. This is done by encoding the relevant and necessary information which your company needs. Make sure, however, that all the information you put in is easily understandable so that lay people – including your new employees – will be able to easily use the information. Enlist the experts in your company to make manuals and instructions that the company relies on. These should include the questions that are frequently asked about your product or service, as well as troubleshooting guides to help the customer service representatives.
- Education. Finally, the last step that you need to perform is to educate your employees on the ways to use this particular knowledge representation system. They should know the classifications and categories at work in the database, and should be able to extract the type of information they need using the system. Again, with an easy to use interface, this is easy to perform.
More than just a fad, a knowledge management system that is set up correctly can help improve the efficiency as well as skill level of your employees. Consider this as a good business investment that will help you provide the customer care and customer service that makes clients loyal.