Comments on: Why do so Many KM Initiatives Fail in Technical Support (TS) Operations?

By: Mrs. Pritee Chak

Mrs. Pritee Chak — Wed, 06 Apr 2011 06:11:01 +0000

Hi Shrini
it is looking intresting and helpful for me
thanks
Pritee

By: Manoj Sebastian

Manoj Sebastian — Tue, 09 Feb 2010 09:37:13 +0000

Interesting perspectives.”Limited shelf life” is key. Real ROI depends on how fast one can deliver complete information with accuracy.Especially in the web 2.0 world where software upgrades happen in every 2-3 months. Often KB articles are written reviewed and published, after the rain is over ! In the new world, traditional KB systems can’t be effective without a good customer community forum. Accountability is often an issue of the solutions given on customer forums but then it opens up the topic on effective moderation…..

By: Steve

Steve — Thu, 21 Jan 2010 10:36:54 +0000

I agree with all of this. Any thoughts about the best KM collaboration tools & methods to use in large organisations? Especially need to extract knowledge from support engineers’ heads and get it onto the website…

By: Srinivasa Rao

Srinivasa Rao — Tue, 12 Jan 2010 11:19:39 +0000

Hi Lubna,

It is made unglamorous by relegating it to just reviewing the articles. In tech support context, every support engineer should be play a KM role [Knowledge Centered Support (KCS) defines a wonderful methodology for this] in a way that is integrated with the regular workflow. Access to knowledgebase should be based on the content (externally consumable or restricted for internal consumption). If the context is correct and the customer situation matches, reuse is the fundamental purpose of a KB helping us avoid reinventing the solution. Problem is with the way we develop KB, that makes it hard to find good matches.

Best Regards,
-Srinivas

By: Lubna

Lubna — Wed, 09 Dec 2009 17:10:44 +0000

Hi Srini,
I agree with you. Point 1 is the most important. If there is such a person, the other issues are surmounted. Unfortunately, in most organisations, while KM can be the backbone, it is not treated as a “glamorous job”. This reminds me of Mr. Bagchi’s article on Job Satisfaction. You have made some great points here.
Another issue that crops up is who should have access to the knowledge that has been uploaded. Limiting it to a few has its disadvantages, whereas throwing it open could lead to a copy paste culture.
Best,
Lubna

By: Murali

Murali — Mon, 30 Nov 2009 11:28:24 +0000

KSR
Seeing KM as an addendum to effort for support is never going to be paid by customers or accepted by support personnel. We will have to view job in hand with a knowledge transaction view point. So I will add another important reason.

Lack of a tool that seamlessly integrates with the support personnel’s activity with key knowledge capture activity.