The paper "Application of Knowledge Management System Principles and Tools - Elbonia Building and Construction Commission" is a great example of management coursework. Knowledge Management System (KMS) has emerged as an imperative tool in the 21st century, where efficient service delivery defines an organization’ s success. The system is applied to improve the situation or solve the organization’ s problems identified in a case analysis of the Elbonia Building and Construction Commission (EBCC) which include waste of labor, lack of supervision and lack of efficiency. This paper will present a design to improve the shortcomings highlighted in the case analysis and the application of KMS principles and tools.
The design comprises the database management and customers or market components that are essential in developing efficient customer contact center. The customer component is treated with optimal sensitivity as it is the pillar of the customer contact center. This is intended to provide satisfactory information to the customers and later reduces the time spent in making calls during the consultation. The database management component is the source of information to the organization that is later translated to knowledge.
The employees consume the information given to them and use it to create interaction with the customers. The outcome is therefore realised as the employees get motivated due to smooth workflow and therefore minimal supervision is required. EBCC UML FLOW DIAGRAM OF KNOWLEDGE KMS System 2.0 Flow of knowledge Organizations compete depending on the level of their capability to manage knowledge. The knowledge in the organization is stored in the database management department. The knowledge flow from the database management department manned by the CCC and the senior CSO. The knowledge is given to the staffs, the CSOs, offering line phone services, email services, and counter services.
The information is then transferred to the customers through personalized services such as face to face interaction, auto services from pre-recorded voice instruction. This is knowledge imparted to the customers. The source of information can either be internal or external. The information is directed to senior CSO and CCC database management where the information is synthesized and shaped to fit the EBCC core values of services offered. The outcome will be reduced the number of staffs needed to be employed to offer the customer services.
The supervision work will accordingly reduce due to a reduction in the number of employees. The coordinated flow of information will boost the confidence and morale of employees leading to satisfaction and indirectly attracting and retaining the customers. The organization should provide customized websites providing intended information to the customers and non-customers (Jennex, 2015). 2.1 Use of Existing knowledge Asset The presence of subject matter experts or domain experts with competency in policies and procedures and practices of problem-solving of the organization are knowledge assets that need to be utilized well as they will make necessary adjustments in the policies and procedures (Malhotra, 2015).
This impacts the attitude and relations of the organization to the state. Through collaboration, a comprehensive decision is based on the knowledge support available. The decision released gives a go-ahead to release the information to the target customers through the three contact points which are the counter services, phone services and the Webby. As the information is disseminated is monitored and reporting of daily workload done (Montano, 2014)
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